CWCT110 IT Help Desk Support Apprenticeship

  • Sector: IT
  • Salary: £138.75 per week
  • Location: Coventry
  • Hours: 37.5 hours per week Monday-Friday

Job Description

The role includes:

  • Troubleshooting problems with the customer before escalating to 2nd Line Technician or a Senior Engineer.  Ensuring that customer tickets get assigned to and looked at by a member of staff in the standard SLA. 
  • Logging tickets with 3rd party companies (e.g. Dell etc) and arrange onsite engineer visits if necessary.
  • Alert Monitoring
  • Cleaning up all the alerts. Alerts can vary from NAS and server Failures/Faults to backup alerts and network problems. Assign different alerts to the appropriate member of staff and ensure high priority calls get looked at in a timely manner.
  • Monitoring checks
  • Remotely connecting to client servers to ensure that backups are running. Checking Antivirus portals to see if client machines are protected and up to date. Raise as a problem if issues found.

About the Applicant

Requirements and prospects

Desired skills

  • Good understanding of IT
  • Proficient in Microsoft
  • Willing to learn
  • Team player
  • Dell / Lenovo / HP Desktops and laptops
  • Intel NUC machines
  • Microsoft Surface (all models)
  • Apple MacBook and iMac machines (includes internal hardware)
  • Other peripherals including, printers, monitors, hard disks (internal and external), memory upgrades, keyboard and mice, and VOIP hard and soft phones.
  • Networking equipment routers, switches, WiFi

Personal qualities

  • Good communication Skills
  • Reliable
  • Honest
  • Willing to learn
  • Eager to get things right
  • Team player

Desired qualifications

A good standard of education is required.

Future prospects

You will be offered the opportunity of becoming a full time member of staff once your Level 2 is complete.

Daily Duties

Duties will include:

  • Answering the phone and trying to understand the customers' problem in as much detail as possible to raise a support ticket accordingly
  • Troubleshooting problems with the customer before escalating to 2nd Line Technician or a Senior Engineer.  Ensuring that customer tickets get assigned to and looked at by a member of staff in the standard SLA. 
  • Logging tickets with 3rd party companies (e.g. Dell etc) and arrange onsite engineer visits if necessary.
  • Alert Monitoring
  • Cleaning up all the alerts. Alerts can vary from NAS and server Failures/Faults to backup alerts and network problems. Assign different alerts to the appropriate member of staff and ensure high priority calls get looked at in a timely manner.
  • Monitoring checks
  • Remotely connecting to client servers to ensure that backups are running. Checking Antivirus portals to see if client machines are protected and up to date. Raise as a problem if issues found.