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Employer description: We are a fast-growing cloud infrastructure provider, specialising in cloud infrastructure, connectivity and telephony solutions. We work with businesses throughout the US, UK, India and Australia to help improve their internal system, business continuity, security and save costs. At IT Answers, we offer our team the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. Overview: Our continued success and expansion has driven a requirement for a Helpdesk Support Engineer to join our Helpdesk Support team. Our Helpdesk Support Engineers provide direct network, desktop and server technical support in a fast paced, team oriented, 24x7, worldwide environment. We are now looking for an eager candidate to join us as an apprentice. You will have the opportunity to gain valuable skills, knowledge and experience as you complete a IT - Cloud Network Specialist - Level 3 Apprenticeship. Come grow with us and let us show you why good things really do come from IT Answers. Position summary: As a Helpdesk Support Engineer, your responsibility is to analyze and diagnose issues reported by our clients. You will perform an initial review and investigation of these issues. This includes root cause analysis, determining areas of interest, and narrowing the focus of the investigation. You will use and maintain utilities to facilitate and improve investigations. This is a role that requires flexibility and the ability to work well under pressure. An individual must be able to satisfactorily perform each essential duty listed below. Main Responsibilities: Providing support via telephone, email and remote and on-site support, helping and maintaining our clients server and desktop infrastructure Management of user accounts, installation, maintenance and troubleshooting of hardward and software applications Carrying out daily checks on key systems and services Providing 1st/2nd line support within an ITIL Environment - supporting Customers on Windows, Linux and Apple Mac You will be taking and dealing with approximately 20 - 50 calls/tickets a day Installing network printer drivers on users machine and printers Helping users with hardware and software issues on request after change request has been approved What we are looking for: Required Experience: Knowledge of Microsoft based systems including: Windows 7 and onwards Knowledge of VoIP including SIP Trunks Knowledge of Network technologies including: LAN, WAN, NAT, Wireless, Firewalls, VLANs, Switching & Cabling Can confidently and gracefully prioritize multiple issues under time constraints Excellent verbal, written and presentation skills Passionate attitude with willingness and enthusiasm to own your own growth Competencies: Positive, can-do attitude and a willingness to go the extra mile to make sure that issues get resolved completely You love working in a highly collaborative environment You wake up each day hungry to solve problems You want to make a difference and have input Entry requirements: 3 GCSE's (or equivalent) at grades 4 (A-C) in any subject GCSE Maths and English (or equivalents) at grades 3 (D or above) Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme. 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. For more information, please visit the UK ENIC website. Physical Demands: The position requires a combination of physical duties and occasional lifting of 20-pound boxes, all of which are necessary to effectively meet the job demands. Benefits: The opportunity to travel with work Progression opportunities - Grow with the business! Onsite parking Future prospects: 90% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. Important information: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. Apply now!
Willmott Dixon is looking for an experienced Infrastructure Engineer, specialising in Networks, to join our busy in-house Infrastructure team. This an exciting time to join the Infrastructure team which has recently been absorbed into our Service Operations team, leading to a more collaborative approach which is proving beneficial to the team and the wider business. Although the IT team are based at our head office in Letchworth Garden City, this role can be done as either a hybrid, or a remote role. However, please note that due to the nature of the role, occasional travel to Letchworth or other Willmott Dixon locations will be required according to business needs (e.g. for installations/project assistance etc). Examples of a couple of upcoming projects that you will play a key role in include an SD-WAN implementation and a proxy replacement (possibly to FortiNet). The IT team are a great team to work with and would describe themselves as: - Flexible Fun Uncomplicated Genuine and friendly Innovative and keen to improve Responsive to customer needs Not only are they a genuinely nice bunch of people, they are also passionate about ensuring that the business has the technical toolset and infrastructure that they need to stay ahead of the competition. This means that the business has invested heavily within IT over the last couple of years and will continue to do so throughout 2024 and beyond! Key Responsibilities / Objectives Provide a high level of technical support for the network at Willmott Dixon including WAN, LAN, Firewall, Proxy and Wireless technologies. Effectively utilise our ITSM ticket management system. All work will be managed and maintained to a high standard, keeping customers updated in a timely and professional manner. Ensure technical compliance with Service, Technical and Security standards across the network service. Support the Microsoft Teams telephony service, ensuring this is running optimally for the business. Recommend appropriate site connectivity solutions and collaborate with sites to assure effective implementation. Plan, schedule and implement Change Requests through our Change Advisory Board. Support Principals in the write up of documentation including high and low-level technical designs. Implement technical installations and testing according to design documentation and project planning. Assist in the implementation of monitoring and observability for the network service and proactively identify and rectify performance/service issues. Identify opportunities to automate configuration and implementation of network technologies. Collaborate closely with the Infrastructure Team and the rest of the IT team to assure seamless implementations. Assist the Infrastructure team in developing and conducting Disaster Recovery plans to ensure business continuity. Maintain and further develop technical knowledge by keeping up to date with the latest network technologies, trends, and best practices. Maintain relationships with external vendors and utilise these relationships to assure the optimal running of the network service. Essential and Desirable Criteria Technical Proven experience of: Excellent communication and interpersonal skills with the ability to confidently deal with stakeholders at all levels. CCNP level, LAN, WAN and routers protocols. Configuration of Network Layer 2/3 devices. Cisco ASA Firewall, FortiGate Firewall, configuring and Administering VPN setups. Working knowledge of QOS. A good understanding of proxy technologies (preferably Zscaler and FortiNet FortiSASE). Qualifications and Membership Essential Degree qualified in Computing or related discipline or equivalent professional experience CCNP Driving Licence Desirable ITIL Foundation Willmott Dixon embraces diversity in the workplace and will consider flexible and agile working. We are a disability confident employer. Benefits: In return we reward our people generously with a competitive package that gives you flexible benefits to fit your lifestyle and priorities. This includes but is not limited to, an enhanced pension scheme, full / heavily discounted private medical, life assurance, incentive bonus and a car scheme which will make us a market leader in sustainable company travel. Applicable roles will benefit from a motoring expenditure allowance (MEA) and everyone can access a new generation of low carbon and electric cars via the Willmott Dixon run car leasing scheme.