Employer description:
We’re Ultima. We combine unrivalled technical expertise with cutting-edge software automation to help businesses work smarter and teams deliver more.
Discover the power of Ultima’s solutions, people and partnerships.
50+ Senior Technical consultants and 30 years’ experience delivering for businesses.
Ultima’s powerful automated solutions for cloud, workspace, network and security remove traditional business constraints to help you adapt quickly in changing times.
Whether you need to improve business agility, drive productivity and efficiency, reduce your carbon footprint or simply control costs, we can help you face the future with confidence.
Overview:
We have a unique opportunity to join a team of Deskside Support Engineers working in a busy onsite environment.
The 2nd line Build Apprentice will have a passion for technology and customer service, the role is to support the team in the resolution of Incident and the Request fulfilment processes. The individual will be responsible for managing the volume of the hardware build queue, the build process and reporting.
Throughout the duration of the apprenticeship, you will receive accredited training through blended learning. This combines online technical training within a virtual classroom, as well as real-world and practical experience with Ultima. The certifications you gain are highly respected and globally recognised.
The skills, knowledge and experience you will gain whilst on the programme are invaluable.
Main responsibilities:
- Delivery of high-quality support on a range of IT technical incidents and problems to office users (including senior staff).
- Responding appropriately to, and effectively resolving, user incidents, queries, or complaints via local or other communications channels like phone, email and Internet.
- ‘Hands on’ problem solving approach; solving problems within strict SLA timeframes.
- Take ownership of incidents assigned to you and manage them through to resolution.
Additional responsibilities will include offering deskside assistance to end users as and when required.
Desired Knowledge, Skills & Experience:
- Excellent technical ability in one or more key virtual team areas
- Able to prioritise under pressure and work to deadlines
- Excellent Decision making, judgement, planning and organisation skills
- Flexible, calm, and approachable, ‘can do’ attitude
- Solid customer relations skills to understand client/client representatives concerns and requirements
- Ability to work well within team, supporting other team members
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etworking knowledge including TCP/IP, DNS, DHCP troubleshooting
- Willingness to gain relevant qualifications and accreditation's
Key competencies required for role:
- Adaptable– able to change tact or approach to ever changing circumstances with a proven ability to prioritise and plan
- AnInfluencer– you will drive behaviours and results in others at all levels and across the organisation regardless of reporting lines behind our ‘customer obsession’ approach.
- Commercially focused– you understand the nuances of revenue retention and growth, without compromising our margins.
- Collaborative– you don’t operate in silos; you break them down and make connections. Empire-building is not your thing.
- AListener– you listen to your customers and to the Ultima people working with those customers – you’re always on the lookout for opportunities to enhance the experience of our customers or for ways to help them.
- Creative– you’ll be flexible in your thinking – sometimes following the right process is the answer, and sometimes there just isn’t a process for the scenario.
- Empathetic– you can see the Customer’s perspective and Ultima’s perspective and find the middle ground.
- Challenging– sometimes the customer is right, and sometimes they are not – and you can spot the difference.
- Passionate– about delivering quality and success for your customers. Skills, able to build relationships and work effectively with others at all levels across the business.
Entry requirements:
You need to have 5 GCSE’s:
- Maths and English (or equivalents) at grades D or above
- 3x GCSE’s grade A-C in any other subject
You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship.
If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.
Find out more here:
https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx
Working week:
Monday to Friday, 8am - 5:30pm.
37.5hrs a week.
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.