1st Line It Support Apprentice

QA

Apply From: 3rd of March 2020
Application Deadline: 3rd of April 2020
Salary: £16000.00 per year
Start Date: 3rd of March 2020

Not taking applications

Employer description: 

Comtact is a well-established technology company focused on delivering cybersecurity and infrastructure managed services to some of the UK’s best-known companies. We are expanding our 24x7x365 support desk and looking for motivated individuals to join our team. 

Overview: 

We are looking for someone to provide our customers with an exceptional level of customer service & support working 4 on 4 off shift patterns (4 days/nights on 4 days/nights off). 

Main role and responsibilities: 

Answer queries both via the phone and email. 

Typical duties will include: 

  • 1st Line support of IT, Telecoms, and Networking Systems
  • Receive and respond to queries from customers via both phone and email
  • Log and document all issues on the CRM
  • Identify and resolve incidents within agreed SLAs  
  • Take responsibility for all assigned incidents and projects
  • Respond to automated monitoring system alerts, following run books to take corrective action and/or escalation as required
  • Undertake IT system changes to ensure continuity of service as required, following company change management processes (for example the installation of Microsoft updates)
  • Support and update customers on fault progress and planned actions
  • Manage 3rd party suppliers to resolve customer issues 

Desirable skills & experiences: 

  • Windows Server / Active Directory  
  • Networking / DNS / DHCP 
  • Telephony / VoIP / SIP 
  • Office 365 / Azure 

Desired qualifications: 

  • 5 GCSE’s, grades A*-C/9-4 or equivalent (including English Language and Maths) 

Working week: 

Shift work based on 37.5 hours per week.

What We Offer: 

  • Fast career progression opportunities
  • Excellent training and self-development opportunities
  • The opportunity to join a growing company at a pivotal point of our evolution
  • A great environment to work in where team spirit and your contribution will always be rewarded  

Package and Benefits: 

  • Excellent training and self-development opportunities
  • Flexible working hours and Casual Dress
  • Creative and Collaborative environment designed to help you do your best work
  • Work with an experienced team that have all previously driven high growth companies
  • The opportunity to join a growing company at a pivotal point of our evolution
  • Subsidised gym Membership
  • Company Events and social hours
  • A great environment to work in where team spirit and your individual contribution will always be rewarded.
  • Year-round fruit and refreshments, freely available to everyone.
  • Pizza Tuesday – every other Tuesday every month
  • Regular team building events
  • Access to learning, wellness and fun events through our Spaces offices.
  • Company open feedback process – tell the team how we can, and the company can improve
  • Birthday day off as extra holiday
  • 5- and 10-year service awards
  • Bi-annual awards for great performance with prize-giving.
  • Charity day – one day off for you to help a charity of your choosing
  • Structured training programmes set with your manager to ensure your thirst for improvement is met and desire for career progression is recognised and facilitated.
  • Opportunity to attend vendor events in UK 
  • No upper limits or glass ceiling with management opportunities for those who wish to pursue these 

Important Information: 

QA’s 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. 

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