IT Support Engineer – Telecoms

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Job Description

This is an exciting opportunity for a savvy, IT literate, people-focused apprentice to join leading communications specialists as a Support Agent. The successful candidate will be outgoing and confident speaking to clients on the phone and will complement the office culture.

As a support apprentice, you’ll thrive on the dynamism and variety of a smaller but well-established business and be proactive in your approach to work and communication.

Vacancy details

Location
  • Clevedon
Salary
£16,000 / year
Contract

Full-time, Apprenticeship

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Responsibilities

You’ll join and be mentored by the existing support team to learn on the job, along with plenty of help and guidance from the rest of the team at Triangle. Using your passion for technology, paired with people and communication skills, you’ll indulge in a variety of tasks and learn as you go. These include:

  • Handling calls in a polite and professional manner.
  • Monitor digital channels and respond as appropriate.
  • Direct requests and queries to other staff members as needed
  • Raising support tickets for customers for a range of queries
  • Adhere to the support document in each and every case raised.
  • Use CRM system to monitor, update and contact clients in timely manner as laid out in the service guide.
  • Take ownership of tickets from point of them being raised to resolution using client and supplier liaison to assist in fault resolution
  • Actively manage client expectations and levels of urgency when dealing with faults.
  • Comply with appropriate internal and external regulations
  • Conform to service level agreements

 

ADDITIONAL DUTIES

  • Hardware configuration including routers & IP handsets
  • Setup/deployment of laptop and PC equipment and mobile devices including Apple/android internally
  • Office 365 user management and deployment including email/Teams configuration
  • Documentation of tasks to add to FAQs and service guides
  • Send service agreements to clients as required by the sales team

Information Communications Technician Training

During this advanced apprenticeship, you will learn a vast range of knowledge, skills and behaviours, covering topics such as:

 

  • Data Security
  • Hardware & Software
  • Computer Networking and so much more.

 

You will undertake the ground-breaking Professional Apprenticeships Digital Marketer Level 3 qualification. Professional Apprenticeships are an Ofsted Outstanding rated training provider and hold the title of Bristol and Bath Apprenticeship Training Provider of the Year for 2021.

The programme is designed to mould you into a high-level, all-rounded technician. You will learn in detail about:

  • Cloud & Mobile Technologies
  • Technical Problem Solving
  • Advanced-Data Security
  • Computer Networks
  • IT Communication & much more.

 

These modules are designed to jump-start your career and make you stand out in an increasingly competitive field, boosting your future earning potential.

Progression

The people are what matter the most at Triangle. If you show your ability to learn and adapt, have confidence communicating with a variety of clients, and possess the skill and knowledge to solve queries and problems efficiently, there could be an opportunity to move up into a more senior position leading the support team after the completion of your apprenticeship.

Culture & Benefits

Triangle work in partnership with IT professionals, network operators, developers and landlords to bring full-fibre gigabit connectivity to businesses across the UK. They are an incredibly friendly and welcoming team, with a supportive and relaxed culture. They’re highly skilled people who know how to have fun. You can look forward to loads of benefits including training, company socials, and team-building events. All in all, you’ll be in very good hands!

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