IT Engineer Apprentice
Employer Description Getronics is the lead in the Getronics Workspace Alliance, a unique model that provides customers with a consistent IT service throughout the world, with one single point of contact and billing entity, delivering services to 90 countries. The GWA is ranked number 3 globally according to OVUM's Managed/Maintained End-user Devices with a total of 7.4M assets. Job Description An exciting opportunity to join our team within a growing ICT Services company with a global portfolio as an onsite Engineer Apprentice primarily based at the RAC site in Walsall. The Getronics family is an ICT Services group consisting of the Getronics and Connectis brands and is owned by the Grupo Cimcorp, a Brazilian-centric IT services business headquartered in Sao Paulo, Brazil. With an extensive history that extends over 125 years, the Getronics family has approximately 6,500 employees in 18 countries across Europe, Asia Pacific & Latin America, and has a complete portfolio of integrated ICT services for the large enterprise and public sector markets. This includes Workspace, Applications, Communication, Data Centre, Cloud, Consulting, Product and Managed Services. Getronics is the lead in the Getronics Workspace Alliance, a unique model that provides customers with a consistent IT service throughout the world, with one single point of contact and billing entity, delivering services to 90 countries. The GWA is ranked number 3 globally according to OVUM's Managed/Maintained End-user Devices with a total of 10M assets. Getronics support its employees to become experts in their field through development by an in house University and an internal recruitment program. Main role/ responsibilities - The suitable candidate will be involved and gain experience in providing 2nd & 3rd level technical support onsite to our RAC customer - Reporting to the Endpoint Onsite Team Lead - the candidate will assist the existing team where required - to gain hands on working knowledge of a very successful onsite team Qualities/ essential requirements - A keen willingness to learn new skills and gain new experiences - Customer focused, ability to listen to and understand the customers needs - Good written and verbal communication skills, calm and polite telephone manner - Ability to work as part of a team, in a pressurised environment - Excellent time management and able to work on own initiative Desired Qualification 5 National's Grade C or above, plus 2 Highers at Grade C or above in Maths and English Other Important Information Daily Working days/hours - Monday-Friday, 9am-5pm Experience Gained In This Role: - Working within a support team in an operational service delivery environment - Resolving tickets within prescribed SLA. Taking appropriate action to ensure no tickets exceed SLA. - Working with ITIL processes - Escalations, Problem Management, Change & Customer Service Improvement - Pragmatic troubleshooting techniques - Rebuilding, imaging and setting up of new or existing PCs & laptops via SCCM - Supporting and maintaining desktops, laptops & printers. Troubleshooting MS OS, MS Office & other customer core applications - Building relationships with team members, Service Desk and other Getronics resolver groups for the resolution of customer issues - IT kit ordering, stock management & disposal reporting - Housekeeping, update and support of Getronics Endpoint Management Toolsets including Nexthink, SCCM, O365, Active Directory and updating the CMDB - Teleconferencing, telephony & patching support - Resolving OS security issues (e.g. Virus infections, Ransomware) using Sophos AV or Microsoft patching - How to liaise with customers throughout the life cycle of a ticket, ensuring satisfactory ticket resolution is achieved. Updating Getronics chosen service management tool (Service-Now) Benefits Ongoing Support and internal development opportunities. You will learn from a high skilled team and there will be a clear plan for training.