1st Line Support Service Desk Engineer Apprentice.

CWSI Reading

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

Apprenticeships > Level 3 (Advanced) Apprenticeship IT

  • GMFJ Reference
    158720
  • Wages
    £5.00 p/h
  • Hours
    37.50 per week
  • Date Posted
    09/11/2021
  • Start Date
    29/11/2021

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

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 UK’s 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:
  • Bringing 1st level tickets to resolution or escalating when required following chain of escalation
  • Administration tasks for Managed Service Contracts such as add, remove, wipe and reporting
  • Testing and exploring features in new and existing EM solutions
  • Working to meet SLAs
  • Escalating 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:
  • Answering calls that come to the Helpdesk in a friendly and professional manner
  • Call-logging of all incidents, queries and requests; taking notes and determining next action
  • Updating and progressing outstanding calls when you can
  • Call 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:
  • Input into design documents
  • Deployment of Intune/ EM+S technical designs
  • Deployment of MTD products that integrate with EM+S such as Wandera, Checkpoint, Sandblast, Lookout and Corrata
  • UAT testing
  • Producing 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 Lifetime Training on 0333 0143 669 (Ref ID: 158720)

  • 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.

CORE MODULES

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 isn’t afraid to ask questions.

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