It Service Desk Engineer Apprentice
Network ROI · Scotland · EH25 9RE
About the role
Ready to kickstart your IT journey? 🚀 Network ROI is searching for a driven and eager IT Service Desk Engineer Apprentice to join our buzzing team! If you're a tech enthusiast who loves solving problems for people, this is your chance to shine. ✨
This isn't just a job; it's a launchpad! You'll dive into a dynamic IT support environment, gaining awesome real-world experience while working towards a Level 6 Digital Helpdesk Support Apprenticeship qualification with QA. 🎓
We've got your back! You'll get top-notch training, hands-on practice, and guidance from seasoned IT pros to build the tech and customer service superpowers you need for a killer career in tech. 💪
As you level up your skills and confidence, you'll take on more responsibility with customer requests and work towards becoming a permanent Service Desk Engineer. Get ready to grow! 🌱
What You'll Be Doing:
- Be the first point of contact for customers, offering tech support via phone, email, and remote tools. 📞📧
- Keep track of all IT support requests in our systems, making sure everything is logged, categorized, and updated. ✍️
- Figure out and fix common IT problems, following our guides and getting help from senior engineers when needed. 🛠️
- Help users with Microsoft 365 apps, Windows devices, printers, business software, and mobile devices. 💻
- Assist with managing user accounts, resetting passwords, setting up devices, and handling new and departing employees. 🧑💼
- Help keep our systems secure by following best practices, like multi-factor authentication and endpoint protection. 🛡️
- Respond to system alerts and know when to flag issues to the team. 🚨
- Pass on trickier tech problems to our senior engineers. ⬆️
- Create and update helpful guides, knowledge base articles, and ticket notes. 📚
- Share your ideas to make customer service, our docs, and our processes even better! 💡
Working Hours:
- 37.5 hours per week
- 8:30 am - 5:00 pm
Perks & Benefits:
- Generous 30 days annual leave to recharge. 🏖️
- Vitality health care for your well-being. ❤️
- Death in service benefit for peace of mind. 🕊️
- Discretionary EO bonus scheme – you might get a bonus! 💰
- Company sick pay, because sometimes you just need to rest. 🤒
Your Future:
Did you know that 90% of QA apprentices land permanent jobs after finishing? That's 20% higher than the national average! Your future in tech is looking bright with Network ROI! 🌟
Key responsibilities
- Provide first-line technical support to customers via phone, email and remote support tools.
- Log, categorise, update and manage IT support tickets using service management systems.
- Diagnose and troubleshoot common IT issues, following documented processes and guidance from senior engineers.
- Support users with Microsoft 365 applications, Windows devices, printers, business software and mobile devices.
- Assist with user account administration, password resets, device configuration and employee onboarding and offboarding activities.
Entry requirements
Essential qualifications (What we're looking for: • Passionate about technology and eager to build a career in IT. • A strong communicator with excellent customer service skills. • Curious, proactive and enthusiastic about learning new technologies. • A logical thinker who enjoys solving problems. • Organised, reliable and attentive to detail. • Comfortable working independently and as part of a collaborative team. Skills & requirements: • Must be a driver due to the nature and location of the role. • Experience and confidence with customers and general public. • Studied Computing, Digital Technologies or a related subject. Important information: This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support. Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role. On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6. If you are interested in starting your career and receiving a work based qualification at the same time APPLY NOW!)