Apprentice Systems Engineer - M12 Solutions

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Job Summary

Location: Whiteley, Hampshire PO15 7FJ
Salary per week: £307.00
Working hours: Mon - Fri 9.00 am - 5.30 pm (37.5 hours)
Applications in by: 18/05/2018
Interview Date: 24/05/2018
Job Code: ED26847

An outstanding opportunity has arisen for an aspiring Apprentice System Engineer to join a well established IP telephony solution provider based in Whiteley, Hampshire. The successful applicant will be trained and heavily involved in: Maintaining and installing Voice and Data communications equipment; Maintaining and remotely installing Giganet ISP Networks; Qualifying, diagnosing and escalating customer internet faults; and  Supporting and escalating faults within M12’s internal IT team. If you would like to earn while you learn in this exciting positon with M12 Solutions, keep reading…

M12 Solutions is a Telecommunications business based in Whiteley with a client base located across the country. We are a complete telecoms firm providing low-cost phone lines and calls to business internet and business mobile deals. Our heritage is in the supply of latest VoIP phone systems with particular strength supplying SpliceCom and ShoreTel equipment. We serve all kinds of organisations with their phone system needs as well as their accompanying network services, internet connectivity and business mobile, with round-the-clock pro-active support and a strong emphasis on providing excellent account management.

M12 Solutions’ awards and accreditations include: Blackmore Vale Business Awards – Best Online Engagement Customer Service & Green Award Finalist 2017, ISPA – Best Consumer Customer Service Finalist 2017, ISPA – Best Wireless Winner 2016, ISPA - Best Superfast Broadband Finalist 2016, ISPA – Best Consumer Customer Service Finalist 2016, Comms Business – Reseller of the year (Medium) Finalist 2016, UK Customer Experience Awards Finalist 2015, South Coast Business Awards – Customer Service Finalist 2014, Investors in People Award – SILVER Standard, Western Daily Press Business Awards – Business of the Year Award Finalist 2014, Blackmore Vale Business Awards – Business of the Year Winner 2013, WEEE Compliant.

Click to learn more about the business click here: M12 Solutions

Duties will include:

  • Respond to support calls as they come into Helpdesk through the means of email, telephone or new case on Keep21.
  • Respond to customers, diagnose, respond and manage faults, resolving where possible and escalated to suppliers where appropriate.
  • Install new phone systems, speak to the customer’s prior to install to gain insight into their requirements and deliver a working solution to the customer in an appropriate time frame.
  • Answer questions about Advanced Linux Settings & Commands or SQL Queries.
  • Manage customer backups and ensure all sites are backed up in a frequent and reliable medium.
  • Configure new Data Equipment for installation in remote sites, Make Changes and Diagnose faults.
  • Respond to support calls as they come into Helpdesk through the means of email, telephone or new case on Zendesk.
  • Respond to customers, diagnose, respond and manage faults, resolving where possible and escalated to suppliers where appropriate.
  • Create Configuration File for new installations of equipment and Network Expansion performed by NOC.
  • Interface with NOC to ensure that the appropriate kit is installed and the correct configuration is used.
  • Diagnose causes of network outages and take steps to resolve.
  • Respond to questions and problems with Internal PC’s / Applications, Managing the firewall, Resolve issues and ensure Security Vulnerabilities are patched.
  • Ensure Regular Backups are taken.
  • Log and Support to Faults with Existing DSL and Ethernet customers that have migrated to the M12 Network. Keep in touch with the customer and also chasing the suppliers of the lines to resolve the issue.

Other information:

  • You will need to hold a full UK driving licence and be in possession of your own vehicle for this position.
  • The company is located at a remote business park with minimal public transport.
  • Once qualified (After the apprenticeship), a full time position with M12 would involve working occasional flexible (long / late) hours as well as working on-call. You will receive over-time pay, on-call allowances, and travel expenses. Please do not apply if you are only looking for a 9:00am-5:30pm job long term.

Skills required:

  • A great interest and/or aptitude within Telecoms and IT is highly desirable!
  • An excellent communicator with good interpersonal skills to develop relationships with people at all levels.
  • An ability to explain technology and technical content to a non-technical audience.
  • Good telephone manner, staying calm under pressure or in difficult situations.
  • A highly organised individual who works well under pressure.
  • Excellent written and oral communication skills.

 Personal qualities:

  • A patient and friendly individual with an ability to convey their empathy and knowledge to support our customers with a great level of care.
  • A quick learner, able to ask the right questions to further your knowledge.
  • A positive and energetic individual who takes great pride in your and our success.
  • A self-starter, able to work alone when required.

Qualifications required:

  • Preferred GCSE or equivalent in English and Maths grade A* - C (9 – 4)


  • Company events throughout the year such as: Summer Events (Sailing, Rib Boating, Lunches); BIG company performance based celebrations i.e. Skiing Holiday’s; and Christmas Parties!
  • Overtime and on-call hours available once qualified.
  • 20 days paid holiday and 8 statutory days holiday.
  • Travel expenses – travelling to client sites only.
  • Company mobile phone and laptop.
  • Free on-site car parking.
  • Company uniform.

Future Prospects:

A potential full time career at M12 Solutions as well as opportunities for further training and development (i.e. Manufacturer Specific Training) subject to the successful applicant’s commitment and performance within their apprenticeship programme and job role.

Applications in by: 18/05/2018
Interview Date: 24/05/2018
Job Code: ED26847

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