This is an apprenticeship position and training will be provided by QA.

ABOUT QA:

QA Apprenticeships is the first IT apprenticeships business graded Ofsted Outstanding in all areas.

Our IT programme won Apprenticeship Programme of the Year 3-years running (2012, 2013 & 2014), and a Microsoft UK Partner of the Year 2013 Special Commendation. 94% of QA Apprentices secure permanent employment after finishing their IT apprenticeship.

We partner with industry leaders and over 1000 employers across the UK in IT, sales and business to give you a real job, useful qualifications and a head start in your IT career.
On our Microsoft IT Systems & Networking Apprenticeship the qualifications you will work towards include:

- MTA – Windows Networking Fundamentals
- MTA – Windows Server Administration Fundamentals
- MTA – IT Security Fundamentals
- MTA – Operating Systems

As well as the following which will form the framework for your apprenticeship:

- City & Guilds Diploma in IT Systems & Principles
- City & Guilds Level 3 Diploma in IT Professional Competence

These qualifications will be delivered as a blend of in centre training at our QA training centre supported by regular visits from an assessor to you in the workplace. In total there will be 11 weeks of technical skills training to give you knowledge you need and visits from your assessor every 6 weeks.




JOB DESCRIPTION


Job title: 1st Line Technical Support

Reports to: Helpdesk Manager Job Location: Rochester

Department: Support

Hours: 40 hours per week

JOB PURPOSE

Adding strength to our highly capable support operation.

Acting as first level point of call for all incoming support from our existing client base via telephone, email, web and recording these events into our support database.

Managing Service Level Agreements and customer expectations during the progression of all calls assigned to Advisor.

PRINCIPAL ACTIVITIES

• Logging calls in support database and assigning a priority level and SLA and managing customer expectation on time of resolution

• Problem solving support issues using own knowledge and support libraries

• Escalating calls to higher level of support organisation if answer is unknown or SLA is in danger of breach

• Arranging engineers to attend site with correct documentation

• Carrying out Risk Assessments and Method Statements where needed

• Carry out QA testing of new software releases, following development guidelines.

• Participating in handover meeting from installation teams following installation of new systems

• Under exceptional circumstances visit customer sites to resolve support calls and assist in Go Live days for new systems

• Maintain Ucard (card bureau service) and manage customer expectations

ESSENTIAL EDUCATION/ SKILLS REQUIRED

Essential skills

• A working knowledge of Microsoft desktop operating systems
• A good working knowledge of Microsoft desktop applications (Word, Outlook, Excel)
• Ability to monitor, control and undertake a variety of tasks simultaneously;
• Ability to work unsupervised and prioritise work – self-motivated;
• Attention to detail;
• Good written and spoken communication skills;
• Good inter-personal skills;
• To contribute to department planning as and when required;

Desirable skills

• Knowledge of retail or hospitality industry requirements, and other services and products.
• Knowledge of Computer and Networking technologies.
• Formal IT qualifications (GCSE or A-Level Information Technology)
• Any Microsoft certifications
• Any database or SQL experience
• Any experience of remote support products, VNC, remote desktop etc.