Infrastructure Engineer Apprentice - Ultracomms

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Job Summary

Location: Portsmouth PO6 4PS
Salary per week: £300.00-£350.00
Working hours: Monday - Friday 09:00-17:00, 37.5 hours per week
Applications in by: 06/09/2019
Interview Date: 10/09/2019
Job Code: CT32288

The IT Apprentice works as part of the Infrastructure support team within the Operations Department providing a high level of technical support across the Company, both to internal staff and to external customers. The IT Apprentice has an innovative, detail-oriented approach to problem solving whilst delivering high levels of customer service at all times.

For more than a decade, Ultracomms has been providing leading cloud contact centre technology to help organisations manage their customer engagement.
In fact, we were the first in Europe to realise the benefits that cloud solutions could deliver, and since 2004, we’ve been helping our clients manage their customer interactions, reliably, securely and productively through the cloud. Our constantly evolving customer contact management platform has been designed with resilience and continuous availability at its core. With our cloud infrastructure hosted across three separate geographical locations in the UK, we ensure customers receive reliable and consistent levels of service and outstanding support.

Click to learn more about Ultracomms

Duties will include:

  • Ability to manage, troubleshoot and provide resolution of service incidents across IT and WAN products and services, including but not limited to:
    • Desktop installation, configuration and support
    • Software installation, configuration and support
    • Network support
    • Basic Server/System Administration tasks
  • Monitoring systems for alerts, carrying out daily compliance checks
  • Use of remote management solutions to assist with resolving service incidents
  • Deliver high levels of customer satisfaction
  • Proactive use of the Service Management tool 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
  • Engagement with carriers/3rd party support to raise and escalate support queries through to completion
  • Support, co-ordinate and maintain relationships with internal teams where required
  • 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
  • Involvement in the production and maintenance of technical/support documentation, processes and procedures.
  • Any other duties as required by the line manager commensurate with the position

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
  • This role is primarily office based with the potential for occasional Data Centre visits.  
  • Off the job training will be completed via the relevant training partner.

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
  • 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 output/result 
  • Delivers against expectations on or ahead of time 
  • 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 teams within the business.

Qualifications required:

  • 5 GCSE’s or equivalent at grade A*-C (Grade 4 to 9) including English and Maths


  • Free onsite parking
  • 25 days holiday allowance
  • Good pension scheme enrollment after 3 months
  • Private medical insurance after 6 months

Future Prospects:

  • Potential full-time employment for the suitable candidate upon completion of the level 3 Infrastructure Technician apprenticeship standard

Applications in by: 06/09/2019
Interview Date: 10/09/2019
Job Code: CT32288

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