Are you passionate about embarking on a career delivering excellent IT support and solving technical challenges? We’re looking for an Apprentice IT Support Engineer to join our dedicated team, working from our Eastbourne office. In this role, you’ll manage incoming calls and tickets in our helpdesk system, addressing a variety of technical incident Your day-to-day responsibilities will range from triaging and assigning tickets that come into the helpdesk via emails, phone calls and live chat, to troubleshooting and resolving issues. When faced with complex challenges, you’ll work closely with IT Support Engineers and Senior IT Support Engineers to ensure seamless escalation and resolution. Join us in our pursuit of excellence in IT. ________________________________________ Duties and key responsibilities:
* Logging, prioritising, and actioning support tickets via a helpdesk ticket system.
* Responsible for first response to all incoming calls into the helpdesk, adhering to company expectations in call-handling response rates.
* Adhere to all service level agreements (SLAs) as set out and defined within the Halo PSA ticketing system.
* Concierge unassigned tickets, phone calls and live chat ensuring that appropriate priority and SLAs are set.
* Provide flexible cover for other helpdesk duties where required.
* Work with customers in an empathetic way to understand and resolve issues in a timely manner.
* Working closely with other engineers to progress complex tickets effectively, ensuring the highest levels of customer service.
* Undertaking system monitoring tasks and checks of internal and client systems.
* Continually looking for ways to improve personal performance, in liaison with allocated mentor.
* Proactive in ensuring documentation is accurate and relevant, maintaining client information and knowledge base articles.
* Ensure tickets are completed accurately and fully with details of any actions taken.
Firebrand’s sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation. Options include pathways for Support Technician, Network Technician and Digital Communications Technician. Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors. Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship:
* Microsoft Certified Azure Fundamentals (AZ-900)
* CompTIA IT Fundamentals+
* Certiport IT Specialist Networking
* Microsoft Certified Azure Administrator Associate (AZ-104)
Key areas covered are: Support Technician
* Maintenance or repair of systems faults
* Support for the roll-out of installation and commission of new systems or upgrades
Network Technician
* Installation and commission of networks
* Maintenance or repair of network equipment
* Installation, configuration or maintenance task on either ICT related hardware or software
Digital Communications Technician
* Installation and commission of telecoms networks
* Maintenance or repair of telecoms network equipment
* Installation, configuration or maintenance task on either ICT related hardware or software
Natural progression opportunities within the service desk team for the right person.
* Annual salary of £15,704, rising after completion of first year.
* Expectation of 5-day working week with Fridays allocated as a study day.
* Supportive onboarding process to help you acclimate to your role, familiarise yourself with our team, and