858 - Service Desk Engineers - ConvergeOne Limited, M50 1DR

Company Profile:

Established in 2007, ConvergeOne is a Dynamic, experienced and highly professional company who are able to offer a complete array of products and services to support its growing customer base, with 3 distinct pillars of expertise; for Infrastructure Solutions, Managed Services and Professional Services Support. With long established strategic partnerships with the major global providers in our sector, namely Cisco, NetApp, VMware, EMC, Citrix, Microsoft, ConvergeOne have the advantage of being able to offer the most cost effective and exciting solutions available, whether it be Network Foundation, Collaboration, Cloud and Data Centre solutions, backed up by our flexible managed service and professional services division, ConvergeOne offer our clients best of breed products and services. Our ethos is to look at every aspect of a solution, ensuring the solution being discussed, compliments the existing and future customer IT and Business strategy. We advise on the latest technologies, industry initiatives and direction, which ensures our existing and future customers, are fully aware and their decisions can be made with all the relevant information at hand.

Job Overview - main duties and responsibilities:

-Initial Customer Contact

-Troubleshooting Faults

-Fault reporting & Investigation

-Product Development

-Call Handling

-Support & Project Documentation

-Ticket Administration

-Device Configuration

Specific Requirements:

-Good level of written and oral communication

-Outgoing and like to be a team member

-Must be able to demonstrate initiative

-Be able to speak to customers both internal but mainly external

-Interested in the IT industry as a whole

-Be able to manage their time and workload - complete work under their own time

-Must be willing to travel if required or spend prolonged periods working on customer sites (once qualified)

-Be willing to adopt and understand new technologies as and when requested

-Preferably have a driving license or be looking to get one as soon as possible

-Be able to work with different departments and communicate at various levels i.e. management and director level

-Must be willing to work on a shift rota to cover 24x7 operation

Training to be provided:

Systems and Networking Apprenticeship - • Microsoft Technical Associate (MTA)• City and Guilds certificate in IT Systems and Principles• City and Guilds Level 3 Diploma in IT Professional Competence

Minimum Requirements:

You must have at least 5 G.C.S.E Grades (C and above) or equivalent, Maths and English is a must.

Working Week:

37.5 hours (Monday - Friday, 9 - 5:30)

Apprenticeship Duration:

12 - 14 Months

Future Prospects:

The ConvergeOne apprentice program is design to provide candidates with the foundation learning across a range of technologies. During the program each candidate will work towards a specialism whilst also learning about many different areas. It is important that our apprentices understand all areas of the business and working on the service desk provides this grounding. It allows the candidate to experience and learn a number of technologies that ConvergeOne deploy and support. For candidates who show particular acumen, we will provide them with project work which will involve working with senior members of the technical team to further cement their knowledge.

Once the apprenticeship has been completed we hope the candidates can move towards a technical support role with elements of Technical Design Authority (TDA) work involved. This will be a move away from the front line service desk and will involve working directly with customer on projects, often on site, providing consultancy as well as second line support. By this time it is expected the candidate will become an expert in their field and one that we can use as a chargeable resource.