- Time split between performing all technical work within the workshop and assisting the reactive support desk.
Focus on customer care
- High Customer Satisfaction (93% +), Fast turnaround of builds/rebuilds (4 hours or less), and High call answering (93% +) are the primary objectives
- Performing software/application based builds and rebuilds of Windows desktops, Apple desktops, and mobile devices for clients
- Keeping the user up to date on the progress of their builds / rebuilds
- Setting and meeting user expectations is vital
- Adhere with all established processes, guides, checklists
- Documentation of all worked carried out into the ticket system – If it’s not documented, it did not happen!
- Work with Central Services Engineer to continually improve efficiency of all work carried out in the workshop
- Occasionally taking part in project work
- Receiving and dealing with customer support calls
- Data capture of new support calls / update existing support calls
- Triage and assign tickets to relevant engineer
- Resolve any quick/ straightforward tickets
- Assist support desk engineers when needed with setting/managing user expectation
- Participate in scheduled huddles and meetings
- Weekly update of the individual’s KPI performance
- Enter accurate time entries and to submit Time Sheets end of each week
- Quality of Service – consistent with and beyond client expectations
- Remain up to date with current and emerging business technology
Potential full-time opportunity if you successfully complete the apprenticeship.
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.
To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.
- Attention to detail
- Ability to participate in problem resolution
- Quick to learn and take charge
- A self-starter committed to finding creative solutions to difficult problems
- Ability to work in team environment
- Excellent written and verbal communication skills
- Will handle sensitive and proprietary information with complete confidentiality
- Business awareness of how IT relates to business strategy and goals
- In-depth knowledge of the Ziptech’s service catalogue and how our products and services relate to customer needs
- Microsoft Office: Word, Excel, Outlook. (current and supported versions)
- Desirable: Network troubleshooting with desktops
- Desirable: Active Directory
- Self-motivated with the ability to work in a fast-moving environment
- Understand and utilise Ziptech’s support tools, techniques
You need to have 5 GCSE’s:
- Maths and English (or equivalents) at grades D or above
- 3x GCSE’s grade A-C in any other subject
You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship.
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.
Find out more here:
- Level 3 Infrastructure Technician Apprenticeship Standard
- Functional Skills in maths and English if required
Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.