Service Desk Tier 2 Apprentice

QA Ltd
United Kingdom
£18000 per year
26 Sep 2017
03 Nov 2017
Contract Type
Full Time
Employer Description We have a service oriented collaborative environment where we help our colleagues then focus on our own work. Job Description We are looking for an individual with strong communication skills and a strong technical background, including providing both phone and on-site support. We are looking for a technician with a 'can do' attitude and drive, who wants to move up in the department. This person will be directly interfacing with clients as well as other I.T. staff. They will require strong interpersonal and communications abilities. Candidate must be an analytical thinker, as this position will involve problem resolution and process/policy development. Duties/ Responsibilities - Documenting incidents, problems and requests in the company ticketing system (ServiceNow) and file system (Box) - Installation, configuration and support of the hardware and software (i.e. OSX, Windows, MS office) supported in the environment. From imaging new systems, IP desk phones to supporting a Skype call between a user and a client - Identifying problems in the environment and driving them to resolution; from making sure the workplace is clean to identifying recurring failures and notifying the appropriate product owner - Support multiple CAA owned and third-party cloud based applications and promote adoption and training of these services with focus on security with our 2FA (PingID) - Provide phone and remote troubleshooting support to the London, Munich, China and other international offices (Cisco, BomGar) - Provide backup phone and remote troubleshooting support to over two thousand users in our US and international offices - Provide mobile phone and desk phone support in the London and Munich offices (Cisco Call Manager, 50+ mobile connections) - Provide remote access/troubleshooting and connectivity support to over 600 notebook users connected from home or hotel when traveling - Provide meeting and video conferencing support for the EU offices (Cisco Telepresence, TPS) Qualities / essential requirements Required Capabilities - Experience in supporting and troubleshooting Apple, Dell and Lenovo notebooks and desktops - Excellent knowledge and troubleshooting experience with Microsoft Office 2016 (Outlook, Word, Excel & PowerPoint) - Experience in supporting HP colour printers and copiers including installation, to configuration, diagnosing failures and to contacting HP support for repairs - Provide phone + desk side support for over 60 mobile devices (Blackberry, iPhone, iPad, Windows Mobile, Android, MS Surface) - Experience working at an enterprise that is structured based upon the ITIL or Microsoft Operations Framework (MOF) processes - Overall customer-service orientation skills are a requirement. Previous experience with ownership of a product/project is a must Desired Capabilities - Experience in supporting IP based phone systems (Cisco) and using the Cisco Unified CM and Cisco Unity Connection Administration servers - Experience in supporting audio and video conferences using collaboration services; Cisco Call Manager, Unity, Jabber, Skype & Cisco WebEx, BlueJeans - Has a working knowledge of the Microsoft System Center products (Configuration Manager, Operations Manager & Service Manager) to deploy, monitor and support the environment - Has a working knowledge of Microsoft Active Directory, Microsoft Exchange Server 2016, Office 365 for creating and editing user accounts - Knowledge and experience with Chef for Mac administration, imaging, deployment Desired Qualifications 3 x GCSE (or equivalent) at grades A-C in any subject plus GCSE English and Maths (or equivalents) at grade D or above Other information Working week - Hours will very between 8am-4pm, 9am-5pm and 10am-6pm Benefits Our standards for dress are smart casual in the London Office. Potential full-time roll on offer on completing your Apprenticeship Important Information "QA's apprenticeship programmes may be funded in part by the European Union through the European Social Fund, which supports the development of employment opportunities and a skilled workforce."
This job was originally posted as