Job Details

Job Details:

Overview: Over nearly 3 decades, we have grown significantly, and our vision has grown.

We are now looking for an eager candidate to join us as an apprentice.

Job Purpose:

  • To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal.
  • To be proactive and "own" calls residing on the Service Desk.
  • To share knowledge and learn from the team.
  • Provide technical support to customers with a managed service contract and support to 1st and 2nd line service desk technicians

Key Accountabilities:

  • To respond to reported incidents with given SLAs
  • Provide high levels of customer service and ensuring customer satisfaction throughout
  • Perform system health checks to pre-determined schedules and completing system reports
  • Support 1st and 2nd line support technicians and customers with such support requirements
  • Maintaining customer support documentation

Main Responsibilities:

  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To consult on infrastructure problems and provide suitable networking solutions
  • To take ownership of user problems and be proactive when dealing with user issues
  • To troubleshoot and resolve 3rd line issues that 2nd line engineers have escalated, whilst maintaining an accurate task record in our helpdesk system
  • To assist 2nd line support technicians whilst maintaining accurate task records in service desk system
  • Proactively help resolve 1st, 2nd and 3rd line tickets where required
  • To participate in infrastructure design, installation, hardware refresh and other projects
  • Design network infrastructure solutions based on specification
  • Perform onsite wireless surveys
  • Review monitoring alerts to ensure clients system health is not compromised
  • Use diagnostic tools (hardware & software) and analysers to troubleshoot network performance issues
  • Configuring Stone’s hyper-converged virtualisation platform based on specification
  • Comply with Stone’s internal management systems, safety and security policies
  • Undertake ad hoc duties and responsibilities as necessary

Desired skills and qualities:

Competencies/Behaviours:

  • Excellent customer service (willing to go the extra mile)
  • Ability to pay attention in detail, multi-task effectively and meet deadlines in a fast-paced environment
  • Have an interest in learning about current, new and future technologies to help the company, customers, themselves and their team
  • Good time management
  • Ability to work under pressure
  • Good problem solving and interpersonal skills
  • Methodical with ability to organise and prioritise
  • Ability to work well individually and as part of a team
  • Problem solving skills
  • Self-motivated with excellent customer service and liaison skills

Essential Experience:

  • Microsoft Windows 7 & 10, Office 2013 onwards
  • Basic understanding of broadband connectivity and LAN networking
  • Knowledge of computer components

Desired qualifications:

  • Good standard of education with grade C or equivalent in Maths and English

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.

Apply now

Apply now