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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!
Job Title: 3rd Line IT Support Engineer Wembley office based Department / Contract no. IT Main Purpose of the role: Support the Head of IT in providing a full IT Support service to the organisation. Reporting to: Head of IT Key Relationships: All Directors, Procurement Manager, Facilities/Office Manager, all external IT suppliers and external support providers. Role and Responsibilities We are recruiting for a 3rd Line IT Support Engineer to come on-board and assist with both BAU support and project requirements. The support engineer should possess varied technical support experience ideally in a multi-site, medium to large sized environments of approximately 1,500 users. The role requires a broad range of IT skills and experience covering all areas of Hardware, Software, and Applications along with excellent communication skills and a can-do attitude in a fast-paced, technical role on a steep learning curve. As a 3rd Line IT Support Engineer, it will be your responsibility to provide technical support and excellent customer service to our staff and clients. Responsibilities / Essential Skills Responsible for providing both PC and telephone support to members of staff including employees working remotely. Creating, updating and resolving IT Helpdesk support tickets - You will manage the helpdesk software to ensure that all requests and issues are logged and resolved in a timely manner. Proactive network monitoring of alarms and alert for our sites network from various monitoring tools. Build and deploy desktops, laptops and servers. You will be required to diagnose and repair software and hardware issues. Troubleshooting software & networking to achieve fault resolution. Escalation of faults/outages in accordance with our procedures. Setup of new and replacement equipment internally and remotely as required. Access Management - User account administration. You will be responsible for managing new users and leavers in active directory and other applications as required. Coordinate and manage external vendors and contractors to design, develop, operate, and implement core information systems. Asset Management of all IT equipment located across geographically diverse locations. Management and maintenance of all IT equipment stock levels. Creating Standard Operating Procedure documents within the IT. You will assist in the provision of IT services including but not limited to; network connectivity, telecoms, servers, software and applications deployment. You may be required to investigate and deal with 3rd party providers in the event of an interruption to normal service. You will assist in ascertaining requirements for IT purchased, researching suitable hardware or software options, and then seeking their approval to purchase and then install the equipment as required. You will be responsible for assisting both members and staff with mobile devices; primarily with email and calendar. You will also ensure that devices are up to date and secure. You will assist in ensuring that all IT devices are suitably encrypted to ensure that all client data will be protected on any IT device. You may be required to assist with other areas of data security and matters relating to GDPR / Cyber Essentials / CE. You will be required to assist with the delivery of IT projects as and when required. This could also involve taking ownership and delivering projects as and when required. Please note that this position will be an office-based PERSON SPECIFICATION Technical Competency Skills You will have the following: Strong experience with Microsoft Windows 10, Microsoft Office 365, Windows Server 2016/2019, Active Directory Azure, InTune and Sharepoint. Microsoft AAD / AD / DNS / DHCP / Group Policy, etc. Exposure to and good understanding of Information Security core principles; ITIL, ISO27001, Cyber-Essentials / CE, Penetration tests and Vulnerability scans. Good understanding of network protocols along with Cisco, HP and FortiGate equipment. Exposure with firewall configurations and VPNs. Exposure to VOIP systems and necessary LAN configuration such as COS/QOS. Configure and troubleshoot complex networking scenarios. At least 3-5 years of extensive IT and technical experience. Qualifications and Certifications - IT Degree/Diploma or equivalent, plus extensive experience of providing IT support services to a diverse organisation. Skills Have good interpersonal communication (verbal, written and listening) skills, that will support the delivery of your duties and able to clearly explain tasks and inspire others with varying backgrounds Have high standards of attention to detail in all aspects of your work Show initiative and know when to escalate issues for Supervisor/ Management support. Be a team player with regards to sharing information, helping to resolve a problem, working towards common goals, properly dividing tasks between team members, etc. Have the ability to handle pressure and meet deadlines. Personal Attributes Good communicator, including written and verbal communication skills and presentation skills Excellent analytical, problem solving and planning skills Excellent team worker and team-building skills Prepared to work flexibly, as the role may involve working outside regular office hours, and at different company premises as required Have the willingness to develop existing and new hard and soft skills Have enthusiasm and personal drive when completing tasks and achieving goals Have excellent timekeeping management Treat people fairly and make decisions consistent with clearly expressed standards