1st Line Support Service Desk Engineer Apprentice.

Withheld London

Do you have a passion for technology? Are you a smartphone wizard?

Apprenticeships > Level 3 (Advanced) Apprenticeship IT

  • GMFJ Reference
  • Wages
    £6.15 p/h
  • Hours
    37.50 per week
  • Date Posted
  • Start Date

  • Location
  • Status
    Now Taking Applications
  • Sector
  • Opportunity Type
    Advanced Level 3
  • Employer

Description of Opportunity

Intequal, in partnership with the Microsoft Apprenticeship Programme are currently recruiting for an energetic individual to join a fantastic company as an Apprentice Service Desk Engineer for Mobility Products. This is a great opportunity to earn while you learn and gain on the job experience to kickstart your career in IT.

About the Company

For 10 years, our client has been helping businesses adapt to the increasing presence of mobile technologies in business since the very first smartphones became available.
Their expert team combines unrivalled knowledge and technical expertise with solutions from industry-leading software partners to help their clients leverage the power of mobile technologies. Their solutions increase productivity, enhance collaboration, improve employee engagement, enhance service delivery, increase customer loyalty, lower costs and gain competitive edge.

From their offices in Dublin and London, they provide consulting, managed services, professional services and training to many of Ireland and the UKs most respected organisations across a wide range of sectors.

Job Role

We are looking to recruit an Apprentice Service Desk Engineer who is a hardworking, organised individual with flexibility and a willingness to learn.
Your main roles and responsibilities will include:
Rotation around three different roles, to maximise learning opportunities.
The 3 Rotations:

  • Level 1 Service Desk Engineer Enterprise Mobility multiple solutions
    Level 1 support of our Enterprise Mobility (EM) product suite across a number of customers and platforms which includes VMWare Workspace one, IBM MaaS360, MobileIron, Microsoft EM+S. Support of the call recording and second numbering solution Movius. You will receive full training and will be responsible for:
    oBringing 1st level tickets to resolution or escalating when required following chain of escalation
    oAdministration tasks for Managed Service Contracts such as add, remove, wipe and reporting
    oTesting and exploring features in new and existing EM solutions
    oWorking to meet SLAs
    oEscalating issues to 2nd line Support when required

  • Level 1 Service Desk Engineer MobileIron (automotive)
    Level 1 support on our second service desk that currently supports a major automotive customer at corporate HQ as well as in their Retailer network. You will receive full training and will be responsible for:
    oAnswering calls that come to the Helpdesk in a friendly and professional manner
    oCall-logging of all incidents, queries and requests; taking notes and determining next action
    oUpdating and progressing outstanding calls when you can
    oCall prioritisation and escalation of incidents and problems

  • Professional Services
    Designing, deploying, testing, integration, and support of the Microsoft EM+S suite focusing on a quality delivery of service to our clients. Deploying complimentary features such as device enrolment programmes and Mobile Threat Detection products. The types of activities you will be involved with will be:
    oInput into design documents
    oDeployment of Intune/ EM+S technical designs
    oDeployment of MTD products that integrate with EM+S such as Wandera, Checkpoint, Sandblast, Lookout and Corrata
    oUAT testing
    oProducing documentation

    Throughout the duration of the apprenticeship, you will receive training through blended learning. This combines online technical training within a virtual classroom, as well as real-world and practical experience with your employer. The skills, knowledge and experience you will gain whilst on the programme are invaluable, giving you the best possible start in your professional career within the IT industry.

    For more information about this vacancy please contact Intequal on 07538512264 (Ref ID: 158208)

  • Excellent written and verbal communication skills
  • Meticulous and professional
  • Security focussed
  • Very strong ability to problem solve
  • Avid interest in technology, particularly smartphones
  • Enthusiasm for working in a small company environment where everybody needs to dig in and do a bit of everything, but exposure to new areas and technologies is constant and the scope for experience-based learning unmatched
  • Good customer service experience

  • To be considered for this role, you must have a C/4 grade in both GCSE Maths & English, and in three or four other subjects at least. You should have a GCSE, BTEC or A Level in ICT or at least hands-on experience with the workings of smartphones.
    The apprenticeship contains the following three core key modules which seek to develop the
    knowledge, skills and behaviours required to be a successful Information Communications Technician.
    The final module is a Pathway module to provide specialist career track skills and knowledge depending
    on which track was chosen at the outset from the 3 options available.

    Computer Fundamentals & Security
    Gain an understanding of the core concepts in computing including hardware, software, security and troubleshooting.

    Introduction to Networking & Cloud Services
    An introduction to the fundamental cloud
    concepts of networking and cloud computing, including networking
    modules, devices and protocols.

    Communication in Support
    Support in IT requires good communications skills. Develop your communications skills by exploring the best practices of support.
    The company require a bright, enthusiastic and hardworking individual with a genuine desire to learn and to build a career in technology. The company are looking for someone with a positive, highly self-motivating, can-do attitude and who isnt afraid to ask questions.
    A permanent position is available on completion of the apprenticeship

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