Helpdesk Engineer Apprentice

Job Description

Employer description:Blue Footprint started in 2005 in the cathedral city of Lichfield as a partnership between a computer repair shop and a software development company.Since then, theyve evolved into an established IT support company and managed service provider to small and medium sized organisations across the UK.Having grown organically through customer referrals, Blue Footprint put this down success down to their strong customer focussed, friendly approach.The long serving team with a combined industry experience of 70 plus years are the heart of their company and their enthusiasm for technology has never dulled. Blue Footprint enjoy nothing more than providing innovative services and solutions that have tangiblebenefits to their customers.Overview:You will have the opportunity to gain valuable skills and experience as you complete a Network Engineer - Level 4 Apprenticeship.The number one goal of everyone in our team is to make their Clients exceptionally happy. The Apprentice Helpdesk Engineer plays an important role in making sure that happens.The Apprentice Helpdesk Engineer handles the first level support requests that come in from the Clients.They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.When help is needed, the Apprentice Helpdesk Engineer can get help from or escalate issues to other members in Service Delivery Team.Responsibilities & Tasks:

• Providing a first point of contact for customers through the helpdesk, be that via phone, email or ticket
• Delight Clients with a friendly, quick and helpful experience
• Provide basic remote troubleshooting
• Use the Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets arent stale throughout the process
• From time to time, the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise, you may be required to help with project delivery
• Escalate tickets that require Senior Helpdesk Engineer support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Identify, communicate and mitigate potential risks to the Service Delivery Manager and Clients
• Follow the schedule provided by the Service Delivery Manager
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Undertake other duties as required by the Service Delivery Manager

Skills & Attributes:

• A love of (and ability to) solve problems & challenges
• Strong understanding of operating systems, business applications, printing systems and network systems
• Must be able to type quickly and accurately while talking on the phone
• Knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and English
• IT literateAdvanced user level
• A deep desire to deliver an amazing client experience
• The ability to keep up with & adapt to the fast-paced IT world

Preferred, not essential:

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Experience and knowledge of working with the Microsoft 365 Platform
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business

Entry requirements:The entry requirements for this programme are as follows:

• An A-Level in ICT
• OR an International Baccalaureate at Level 3 ICT
• OR an A-Level 3 apprenticeship in a similar subject
• OR a BTEC Extended Diploma in IT (180 credits)

Salary:£16,000 - £20,000 per annum.Working week:40 per week.Future prospects:92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.Important Information:QAs apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.