Facebook Pixel SGS College | Be Outstanding

Job Reference 1780788Apprentice IT & Telecoms Professional – Service Desk AnalystThis is a service desk analyst role specialising in telecoms system and network support. This includes broadband and data network products and support of our other core products.

Apprenticeship Summary

This is a service desk analyst role specialising in telecoms system and network support. This includes broadband and data network products and support of our other core products.

Duties and responsibilities will include:

  • Support of enterprise-grade telephone systems, comprising of both on-premises and hosted solutions
  • Provisioning and support of network services (PSTN, ISDN, SIP, A/VDSL & Ethernet)
  • Assisting the Head of Delivery with project implementation
  • General support of Solution IP’s products and services Customer contact is largely via telephone and email and involves liaison with third party suppliers (e.g., BT, Entanet). Excellent customer service is a vital part of the role

Primary Responsibilities:

  • First line customer support. Receiving incidents/service requests via telephone and email. Undertaking fault diagnosis to resolve service incidents and working with third party suppliers when necessary
  • To provision / order new data connection requests, (hosted phone system licenses, software and hardware. managed broadband, Leased lines), liaise with third party suppliers and keep the customer regularly updated with the progress
  • Customer liaison: regularly updating customers is a key element of the role. As well as keeping our CRM system up to date
  • Involvement in project work to deploy multi-site managed data networks, site-to-site VPN networks, PSTN/ISDN/Ethernet circuits & telephone system installations
  • To ensure all service tickets are resolved in line with contractual SLAs, keeping senior team members & management informed of unresolved issues and problems
  • Configuring telephone systems and broadband hardware (e.g., hosted and on-site PBX’s, routers, firewalls) including dispatching to the customer
  • Support Head of Service with ad-hoc IT requests and inhouse service development projects
  • Provisioning and providing technical support for Solution IP’s mobile product set
Sign in to apply

Closing Date:
19 Jan 2022

Wage:
£17,000.00 - £20,000.00, Annually

Working week:
Monday - Friday, 8.30am - 5.00pm or 9.00am - 5.30pm with one hour for lunch.

Expected duration:
18 months

Possible start date:
4 Feb 2022

Date posted:
2 months ago

Apprenticeship level:
Advanced

Reference number:
1780788

Positions:
1 available

Contact

Elaine Baillie07920181729
[email protected]

Requirements and prospects

Desired skills

Essential:

  • Educated to A-level or equivalent. Experience using the Microsoft Office/365 suite. Experience using Windows 10
  • Experience in a Service Desk environment

Desirable:

  • Cisco CCNA Levels 1-4 certified (or actively studying) . ITIL Foundation or higher. Networking Knowledge. Firewall administration. Experience working with Windows Server 2008/2012/2016/2019
  • Ability to take ownership of customer requests, queries and faults

Personal qualities

  • Great communication skills – verbal and written
  • Well-organised and methodical
  • Good team player
  • Problem-solving approach
  • Pays attention to detail
  • Focused on providing great customer service

Desired qualifications

Essential:

  • Educated to A-level or equivalent

Desirable:

  • Cisco CCNA Levels 1-4 certified (or actively studying) . ITIL Foundation or higher

Future prospects

  • Permanent role / higher level apprenticeship
  • A level 4 role could be considered for the right candidate if they have the prior learning and experience

Things to consider

  • Office hours, some off-site work (driving licence preferred)
  • A level 4 role could be considered for the right candidate if they have the prior learning and experience

About the employer

Solution IP are specialists in business communications - providing communications technology to help organisations to increase productivity, encourage collaboration, lower operational costs or be more responsive to customers. Solution IP also offer maintenance, support and engineering services for a range of phone systems and support telecoms.

Employer
Solution IP Communications
http://www.solutionip.co.uk

Address
53
Bristol
BS9 3AD

Training

Training to be provided:

  • Advanced Level Infrastructure Technician Apprenticeship Technician
  • Our Apprenticeship programmes are designed around a mix of on-the-job training and off-the-job learning, some of which may be classroom based
  • You will be assigned a supervisor/mentor within the workplace, who will support you to develop your workplace skills, knowledge and experience throughout the duration of your apprenticeship programme

Training Provider
South Gloucestershire and Stroud College

Contact
Elaine Baillie07920181729
[email protected]

Sign in to apply