Helpdesk Engineer Apprentice

Employer description: 
EastquayIT are a Managed Service Provider based in North Shields, supporting companies across the UK with their IT equipment and providing cloud services, communications and a range of other related services.

Overview:
We are a forward-thinking company with a growth mindset, seeking an IT support apprentice to join the team in providing excellent first line support to our clients. 
Our number one goal is to create an excellent team which is able to make our clients exceptionally happy.

The successful applicant will be able to grow their skills and learn new tools, techniques and technologies on a range of projects, while working alongside a great supportive team. They would become a valued member of the team at the forefront of our technical support desk, while gaining industry recognised certifications through the apprenticeship training program.

This is a great opportunity to join a very technical support team and learn best practice on a support desk and develop IT skills.

Duties / Tasks: [will include but not be limited to:] 

• Answer customer support calls and raise support tickets
• Provide first line IT support via phone, email and other channels
• Work on and resolve support tickets
• Delight our clients with a friendly, quick and helpful experience
• Provide the client with technical assistance using remote troubleshooting tools and techniques
• Monitor, investigate and resolve issues for both hardware and software
• Provide clear updates on progress to both the business and stakeholders
• Use our AutoTask ticketing system to work on and resolve support tickets
• Managing and recording all work though our ticketing System
• Create and maintain client and support documentation

And you will have to follow the: 

• Schedule provided by the service delivery manage
• Standard operating procedures (SOPs) for daily / weekly recurring tasks
• Security procedures and keep a vigilant eye for potential or realised security issues

Eastquay IT also offer in house training and career progression opportunities working with the varies technologies we support.

What we are looking for: 
Desired skills and attributes: 

• A love of (and ability to) solve problems
• Great communications skills, founded in being a good listener
• Understanding of support tools, techniques and how technology is used to provide services
• Quick, accurate typing and good use of spelling and grammar
• A desire to deliver an amazing client experience and an understanding of how going the extra mile is important to customer service
• Knowledge of IT applications, software and hardware
• The ability to engage others in conversations and be able to ask questions

Entry requirements:

• 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 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. 

For more information, please visit the UK ENIC website. 

Salary range: 
£14,000 - £16,000 plus Benefits.

Working week:
37½ hours per week.

Leave entitlement:    
20 days per year + Birthday.

Benefits: 

• Get your birthday off
• Bonus scheme
• Company nights out
• Subsidised snacks
• Pizza day
• A proactive approach to ongoing training to help you develop life-long skills

Future prospects: 
90% of QA Apprentices secure permanent employment after finishing their apprenticeship. 
For someone looking to progress their role, the Apprentice Helpdesk Engineer naturally leads into roles such as: IT Support Engineer, Field Engineer, Team Leader and Project Engineer.

Important information: 
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 
Apply now!