Employer description:
When fast-growing companies need scalable managed IT solutions, they come to us. When the world went remote and companies needed cloud tech solutions to work from home, they came to us. When scaling companies need to develop and deploy a cloud first scalable IT strategy, they come to us.
Can you see the pattern here? Yes!
We are rather good at what we do and love having fun with tech to solve challenges.
Come and join us and work for NVOY Technologies, an IT & Cloud solutions company that pushes boundaries, innovates and who championed remote working from day one.
Position overview:
We are now looking for an eager candidate to join us as an apprentice.
You will have the opportunity to gain valuable skills, knowledge and experience as you complete an IT systems and networking - Azure Cloud Support Specialist - Level 3 Apprenticeship.
The First Line Engineer is the first point of contact for our client’s requiring support.
You must be able to handle customer requests and incidents via the phone and email, whilst maintaining key procedures and documentation such as asset registers.
Length of expected time in role:
18 - months - to provide the qualifications necessary to move into a second line role.
Primary Role Responsibilities:
- Customer Service, 1st point of contact for customers
- Technical ability to resolve issues/requests using a guide or procedure; Updating and managing requests and incidents via a ticketing system
- Setting up Laptops
- Distribution of equipment to our clients; Maintaining Documentation
Other Tasks and Responsibilities:
- Provide any supporting reports to stake holders as and when required.
- Answering incoming calls in the first instance by phone or email; from a varied ‘user-pool’.
- Have a sympathetic and understanding approach to all service users. Produce any follow up actions and escalate as necessary within the business.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA.
- Maintain a log of any software or hardware problems detected.
- To take ownership of user problems and be proactive when dealing with user issues.
- Support users in the use of computer equipment as and when needed.
- To log all calls on the Zendesk call logging system and maintain full documentation.
- To allocate more complex service issues to the 2nd line IT engineers.
- Respond to enquiries from clients and help them resolve any hardware or software problems.
What we are looking for:
Skills & Experience:
- Must have worked in a customer-facing role for 1+ years
- Be familiar with ticket systems, logging and remote management and monitoring processes
- Able to use basic Microsoft applications, such as Word, Excel
- A basic understanding of networking (TCP/IP, DNS, DHCP etc.), voice and data communications
Entry requirements:
The entry requirements for this Azure Cloud Support Specialist programme are as follows:
- 3 GCSE’s (or equivalent) at grades 4+ (A-C) in any subject
- GCSE Maths and English (or equivalents) at grades 3+ (D or above)
- Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.
Find out more here:
https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx
Salary:
£18,000 per annum.
Working week:
8:30am – 5:30pm -- with 1 hour lunch.
Monday – Friday.
Future prospects:
92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.
Important Information:
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.
To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.