About the apprenticeship
Duties
Karmic Synergy Ltd are currently recruiting for a 1st Line IT Support Helpdesk Engineer to join a Managed Service Provider
We are looking for an energising and productive individual with excellent customer service skills, along with relevant experience in IT support to work within our dynamic and enterprising company, affording you opportunities for professional growth and development.
As our ideal candidate, you will preferably have experience of providing IT support within an academic environment and come from a MSP background, providing technical services to our constantly expanding portfolio of high profile clients.
Primary Duties and Responsibilities:
•To diagnose and resolve software and hardware calls/tickets.
•To accurately record, update and document requests using the help desk system, maintaining a first-class level of customer service and ensuring that all customers are treated efficiently and in an appropriate manner.
•Execute software installation and deployment to computing systems if necessary.
•Contribute updates to technical documentation, procedures and process definitions.
•Assist infrastructure team with network and infrastructure initiatives, including both hardware and systems administration.
Additional information
Renumeration and Benefits:
•Company pension
•25 days holiday plus bank holidays
•Training and professional development
Requirements
Qualifications
GCSE (or equivalent) in English at Grade A*-C/Level 2
GCSE (or equivalent) in an IT subject: Desirable
Essential:
•Experience in a technical support or service delivery function within an IT environment
•Working knowledge of technical support (break-fix) for Windows desktops/laptops
•W10/11 support knowledge
•OSX/iOS support knowledge
•A general understanding of networks - an understanding of TCP/IP, Switches, Routers and Vlans
•Believes in personal development and is willing to continually improve
•Can inspire confidence in our stakeholders
•Proven experience building excellent client relationships
•Willing to update and adapt skills as required by the demands of the role
•Able to work occasional weekends/out of hours, an advantage
•Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers at all levels
•Driving Licence
Desirable:
•Educational IT support experience
•Working knowledge of Windows Servers 2022
•Knowledge of Office 365 and azure
•Knowledge of Google Workspace admin
•Siarad Cymraeg
Skills
Essential:
•Experience in a technical support or service delivery function within an IT environment
•Working knowledge of technical support (break-fix) for Windows desktops/laptops
•W10/11 support knowledge
•OSX/iOS support knowledge
•A general understanding of networks - an understanding of TCP/IP, Switches, Routers and Vlans
•Believes in personal development and is willing to continually improve
•Can inspire confidence in our stakeholders
•Proven experience building excellent client relationships
•Willing to update and adapt skills as required by the demands of the role
•Able to work occasional weekends/out of hours, an advantage
•Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers at all levels
•Driving Licence
Desirable:
•Educational IT support experience
•Working knowledge of Windows Servers 2022
•Knowledge of Office 365 and azure
•Knowledge of Google Workspace admin
•Siarad Cymraeg
Welsh language
Welsh spoken skills: No
Welsh written skills: No
If you are interested in doing an apprenticeship through the medium of Welsh or bilingually, please contact the training provider to find out if it is available.
Training provided
Training provider
Catapwlt
Qualification
Apprenticeship Level 3 – Digital Infrastructure Engineer
Disability confident
Is this employer disability confident: No
What is disability confident?
Disability confident employers are committed to offering equal opportunities for people with disabilities and health conditions.
Employer details
Karmic Synergy
16 Trinity Square
Llandudno
LL30 2RB