Apprentice IT Service Desk Engineer - Level 4.

MCi 4 Service Sheffield

The higher apprenticeship programme, will see the apprentice embarking on a learning journey, consisting of both employer-site development coaching support and a blended training delivery of both eLearning and classroom sessions.

Apprenticeships > Level 4 (Higher) Apprenticeship IT

  • GMFJ Reference
    157394
  • Wages
    £8.97 p/h
  • Hours
    37.50 per week
  • Date Posted
    01/11/2021
  • Start Date
    04/01/2022

  • Location
    Sheffield
  • Status
    Now Taking Applications
  • Sector
    IT
  • Opportunity Type
    Higher Level 4
  • Employer
    MCi 4 Service

Description of Opportunity

Where necessary, you will be able to request external support from our various software and hardware vendors. Escalation of tickets to 3rd line is available if no solution can be found.

Typical activities include providing desktop, laptop, and other user device support; as well handling break/fix, configuration issues, troubleshooting, software installations, hardware repair in an effective and efficient manner, in line with our company’s Service Level Agreements.

This is a great opportunity for someone who is looking to continue their IT career, enhancing their knowledge and development of advanced technical skills. It would be an advantage to a recent apprentice who has already completed the Level 3 Infrastructure Technician Apprenticeship Programme.

The apprentice will find themselves in a supportive team environment and will be mentored appropriately to achieve their apprenticeship qualification, alongside this the opportunity to attain Vendor certification that is appropriate to our service delivery.

You will be a key member of our 2nd Line service delivery, delivering skilled and technical support to our clients and ensuring that a high level of customer service and satisfaction is attained. You must be keen to learn and have a self-disciplined approach to your own learning, work undertaken and possess a ‘can do’ attitude and fresh/innovative ideas will be welcomed within the team.

The initial role will be on a 24-month contract, with incremental bi- annual salary increases of £625 that will be aligned to KPIs set out within this job role by your line manager.

Roles & Responsibilities

Technical Responsibilities

· Provide 2nd Line Technical Support to our clients, via the phone and using our remote tools.

· Manage – servers and workstations.

· Work towards leading and taking responsibility of technical matters with troubleshooting and resolving infrastructure issues

· Responsibility for certain assigned tasks

· Site Visits as required after initial training phase.

· Engage in relevant project activities

· Provide Technical assistance to both clients and internally within the team

· Identify improvements for service delivery

· Complete tickets working to Strict Contract SLA’s

· Excellent documentation of work completed within the MCi Knowledge base.

· Accurate logging of all time spent working within your Timesheet

· Working with third party vendors to find a solution to best assist our clients.

Service Desk Responsibilities

· Assist in coaching Level 1 Engineers, from mentoring them with your own knowledge and assisting them with client calls

· Handle and take management of escalated calls received from 1st Line

· Assist in a drive to lower call stacks

· Take pride and ensure that the entire 1st and 2nd Line team service is delivering solutions as per the organisations Service Level Agreements

Skills & Attributes

· At Least 12 months experience of working within a 1st Line Support role

· Good Knowledge of IT Service Desk delivery including products in both Software and Hardware solutions

· An understanding of current industry trends, emerging technologies and best practices

· Confident, clear and professional working manner

· Excellent Problem Solver

· Proven ability to work under pressure and with other people

· Good interpersonal skills to enable you to work within a team focused environment

· A desire to be part of an overall team and achieve objectives as part of a team

· A methodical and strategic thinker

· Excellent Phone manner and ability to relay technical steps over the phone to nontechnical users.


Apprenticeship Delivery – Level 4 Network Engineer

The higher apprenticeship programme, will see the apprentice embarking on a learning journey, consisting of both employer-site development coaching support and a blended training delivery of both eLearning and classroom sessions.

Your Future Prospects

On completion of the Level 4 Apprenticeship and subject to a good training record, your progression salary will increase to £22,500 following the 24 Month programme and continued attainment of future KPIs. If you wish and it is appropriate for the organisation you may also be provided with the opportunity to progress onto a Level 6 Integrated Degree Apprenticeship programme. Most likely being the Level 6 Digital and Technology Solutions Professional.

Your future is yours within the team as the organisational strategy is to grow their own workforce from the ‘ground up’ through apprenticeships.

Entry Requirements

You must have at least three GCSE’s Grade C (4) or above, including Mathematics and English. It would also be an advantage if you have already completed a Level 3 Infrastructure Technician Apprenticeship, however it is essential that you have at least 12 months experience of working within a 1st Line IT Helpdesk role. Please ensure that qualifications are listed on your application.

You will also be required as part of the apprenticeship to attain Level 2 Functional Skills in both English and Maths. GCSE Grades C (4) in these subjects will be accepted as an exemption to this requirement upon submission of certificate copies.

For more information about this vacancy please contact GK APPRENTICESHIPS on 07989190883 (Ref ID: 157394)

You must have at least three GCSE’s Grade C (4) or above, including Mathematics and English. It would also be an advantage if you have already completed a Level 3 Infrastructure Technician Apprenticeship, however it is essential that you have at least 12 months experience of working within a 1st Line IT Helpdesk role. Please ensure that qualifications are listed on your application.

On completion of the Level 4 Apprenticeship and subject to a good training record, your progression salary will increase to £22,500 following the 24 Month programme and continued attainment of future KPIs. If you wish and it is appropriate for the organisation you may also be provided with the opportunity to progress onto a Level 6 Integrated Degree Apprenticeship programme. Most likely being the Level 6 Digital and Technology Solutions Professional.

Your future is yours within the team as the organisational strategy is to grow their own workforce from the ‘ground up’ through apprenticeships.

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