IT Apprentice - OneCom

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Job Summary

Location: Fareham PO15 7FJ
Salary per week: £200.00
Working hours: Monday - Friday 08:30-17:30, 40 hours per week
Applications in by: 30/08/2019
Interview Date: 13/09/2019
Job Code: CT32457


The IT Apprentice will work within the Technical Operations Department providing a high level of technical support across the Company, both to internal staff and to external customers. The IT Apprentice will have an innovative approach in problem solving whilst delivering high levels of customer service at all times.

Onecom is the UK’s largest independent business telecommunications provider delivering fixed line, mobile, Unified Communications and connectivity solutions. It is a company that has achieved meteoric growth through substantial investment in its people and processes – its priority being to deliver unparalleled customer service at every level. Based in Hampshire, Onecom operates a UK-wide network of regional offices and employs over 400 staff.

Click to find out more about OneCom

Duties will include:

The role will involve providing internal support to the Customer Services, Sales, Engineering and Technical Operations teams. External support will be provided to Suppliers and carriers, IT business and consumer customers.

  • Ability to manage, troubleshoot and provide resolution of service incidents across IT and WAN products and services, including but not limited to:
    • Server installation, configuration and support

    • Network infrastructure installation, configuration and support

    • Desktop installation, configuration and support

    • Software installation, configuration and support

    • Fixed Line Connectivit

    • Data Connectivity Solutions including ADSL, EFM, DIA and Leased Lines

  • Use of remote management solutions to assist with resolving service incidents
  • Deliver high levels of customer satisfaction
  • Proactive use of the service boards to ensure workflow is prioritised and in line with customer SLA’s
  • Provide regular communication and support to customers via email, telephone and service tickets
  • Use of carrier portals to raise and escalate customers’ support queries through to completion
  • Ensure all customer information is tracked and kept up to date on the company system
  • Communication and escalation with carriers and suppliers where required
  • Support, co-ordinate and maintain relationships with internal teams where required
  • Monitoring systems for alerts
  • Managing communication between customers and internal parties
  • Proactive updating and monitoring of existing IT systems ensuring they are maintained and kept up to date
  • Involvement in technical projects for technology deployments/upgrades etc. required by the client

Other Information:

  • Ensure high levels of customer satisfaction are maintained
  • Provide regular communication and support to customers via email and telephone
  • Picking up tickets in a timely manner and ensuring the customer is informed throughout the process
  • Prioritising workload in a busy environment (high volume)

Skills required:

  • Basic knowledge of Microsoft based operating systems, particularly Windows desktop technologies
  • Basic understanding of PC hardware set-up and configuration
  • Basic technical understanding of Fixed Line and WAN Data Connectivity Solutions
  • Excellent telephone manner
  • Good communication skills are essential (both written and verbal)
  • Outstanding attention to detail and accuracy
  • Adaptability and initiative
  • A positive “can-do” attitude
  • A self-motivated and pro-active approach
  • Ability to work to deadlines, organise and prioritise workload
  • Reliable, flexible and cooperative
  • Respects the importance of confidentiality

Personal Qualities: 

  • Efficient
  • Enjoys working with and speaking to people
  • Is patient, tactful, diplomatic and approachable
  • Able to remain calm when faced with challenging situations and individuals
  • Communicates in an open, candid, complete and consistent manner
  • Delivers to high standards – time, cost, quality, efficiency and value
  • Understands how own role contributes to business objectives and internal customer satisfaction
  • Tackles potential problems on own initiative
  • Commitment to further professional and personal development
  • Good attention to detail and accuracy
  • A pro-active approach
  • Enthusiastic, analytical, creative, innovative and confident
  • Puts in a sustained effort to get things right; stays focused on the end result
  • Delivers against expectations on or ahead of time
  • Is able to work as part of a team
  • Is comfortable with adaptation and embraces change in order to deal with frequent modifications to process, roles and tasks
  • Has a strong self-awareness and a keen understanding of how to present themselves and interact appropriately and professionally with other members of staff and external customers
  • Ability to engage and earn trust of various different teams within the business

Qualifications required:

  • A*-C / 9-4 GCSEs in maths and English desirable
  • Any other IT related qualifications

Benefits:

  • 20 days holiday increasing to 25 days, plus bank holidays
  • Day off for your birthday
  • Free fruit in the office
  • Up to 12 paid hours a year ‘My Time’
  • Vodafone Employee Advantage discount
  • Subsidised Fitbit
  • Discount on Samsung products (up to 60%)
  • Discounted gym membership
  • Trade price stock for staff members for all the latest gadgets
  • Annual events including the Christmas Party
  • Quarterly employee reward programme
  • Length of service awards
  • Employee of the year and Employee’s employee of the year
  • Personal and professional development of staff members
  • Enhanced Maternity pay (based on length of service)
  • Pension scheme
  • Cycle to work scheme
  • Eye-care vouchers

Future Prospects:

  • Potential full-time employment upon completion of the Infrastructure Technician Level 3 apprenticeship standard

 

Applications in by: 30/08/2019
Interview Date: 13/09/2019
Job Code: CT32457


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