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Support Desk Engineer

  • Renaissance Computer Services
  • Watford, Hertfordshire
  • £Competitive

We're searching for an invested Support Desk Engineer to join our Support Desk team as we continue to innovate and grow as a business. The role is accompanied by a fully-funded Level 6 (BSc Degree) Apprenticeship, so a commitment to both your own professional development, and the success of the company are crucial. This is an exciting opportunity to continue your development in the rapidly-evolving world of IT, working for a company with ambitious goals, and a hunger to achieve them!

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Vacancy provider logo for BPP Professional Apprenticeships

  • GMFJ Reference
    253446
  • Hours
    37.50 per week
  • Date Posted
    21/08/2024
  • Start Date
    30/09/2024
  • Approx. Duration
    36 months

  • Location
    Watford
  • Status
    Now Taking Applications
  • Sector
    IT
  • Opportunity Type
    Degree
  • Apprenticeship Standard
    Digital and technology solutions professional (integrated degree) (ST0119)
  • Employer
    Renaissance Computer Services

Description

The Support Desk Engineer is the first point of contact for end users experiencing technical difficulties. You will diagnose and resolve issues related to hardware, software, and other computer systems, in a predominantly Microsoft Windows-based client base. You’ll set up new computers, printers, and user accounts, and provide ad-hoc user training, based on best-practice and security-focused methodologies. You will assist with account management, providing senior internal staff with feedback from end users and detail of common, reoccurring, or evolving technological or customer service-related issues. You will attend clients’ offices and transport computer equipment on occasion, providing cover for on-site support and/or installation services where geographically appropriate.

Key Responsibilities:

• Provide timely and effective remote support to users and clients,

• Diagnose and troubleshoot hardware, software, and network problems,

• Recognise when issues require internal escalation and do so in a timely manner,

• Address non-technical inquiries and transfer or escalate them appropriately,

• Set up new computers, printers, and software applications,

• Create new user accounts according to individual needs of the user and client, and according to instruction,

• Assist with migrations (e.g. on-premises to Azure/Entra/Office 365) and other IT projects, when required,

• Offer training to users on system usage and best practices,

• Assist users in managing their user accounts, including password resets and access permissions,

• Service multiple clients concurrently, often meeting strict deadlines,

• Keep track of all client and internal interactions in the company's PSA tool

For more information about this vacancy please contact BPP Professional Apprenticeships on 01133 500 333 (Ref ID: 253446)

  • The ideal candidate should have at least 2 years’ experience in a technical support role. Ideally, this would be in an MSP environment, but it could also have been in an internal support capacity.
  • Relevant technical certifications (Microsoft, CompTIA, or similar), are highly desirable.
  • You must have your own vehicle and an appropriate Full UK Driving License.
  • Knowledge and experience of mobile devices, Apple hardware, and MacOS are desirable but not strictly necessary.

Completion of a level 3 apprenticeship/professional qualification in a relevant discipline

BPP apprenticeship training programmes are delivered virtually by our fully qualified and industry-experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Along with strong troubleshooting skills, you must have a polite, friendly, and helpful communicative manner, both in verbal and written communications. An ability to communicate complex technical detail to customers, in clear and concise language (both written and verbal), combined with excellent punctuality and attention to detail, is crucial to developing and maintaining excellent customer relationships.

The role offers long term security and the opportunity to progress into a permanent position,.

  • 20 days per year, plus bank holidays. +1 additional day for each full year of employment (max 25 days total.)
  • Workplace Pension (Auto-enrolled, can opt-out).

Please ensure that you apply for the position as soon as possible to avoid disappointment. The closing date is a rough guideline as to when an advert will close. The advert may close before the given closing date if the employer has filled the position(s).

BPP have a dedicated team who support students with disabilities, learning difficulties, health conditions and wellbeing. Please contact us at apprenticeshipapplications@bpp.com if you have any queries or would like more details.

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