Level 1 Technical Support Engineer Apprentice

Company: ABS IT Services is a Managed Service Provider, concentrating on Hardware, Software Development, Virtualisation, Hosted Servers, Hosted Microsoft products, Telecommunications, DR Solutions, Cyber/Data Security, Website Development and Systems Maintenance. This post is part of the current recruitment campaign to support the expansion of the organisation. ABS IT Services goal is to be competitive in the marketplace, provide innovative solutions in technologies and services and to be rewarding for customers, employees, and stakeholders in an open and fair environment. Working Hours:Normal working hours are 40 hours per week flexed within the normal service hours are 08:00 to 18:00 Monday to Friday. Weekend work is required at times to support specific projects. Out of Hours Support is provided between 18:00 – 22:00 by the appointed engineers. Extra working hours may be required in the event of approaching deadlines or in preparation for social evenings and conferences. Job Description:This list of duties is not exhaustive, and the role may require other duties to be carried out in support of the business. ▪ Handle incoming customer enquiries by telephone, email and through the service desk ▪ Provide on-site and remote professional, efficient and customer-focused technical support including but not limited to hardware (desktops, laptops, servers, monitors, printers, routers, Wi-Fi devices, phones), software (off the shelve and bespoke), connectivity (Wi-Fi, broadband, telephone), networking and Email management. ▪ Support virtual machines, web-based applications, Microsoft Office, Microsoft 365, Windows operating systems and Service Desk Ticketing systems ▪ Log, categorise, prioritise and manage incidents and service requests within the service desk ticketing system ▪ Create, update, escalate and resolve tickets in accordance with agreed SLAs and internal procedures ▪ Manage assigned ticket queues, workflows and daily tasks effectively. ▪ Maintain ownership of incident throughout the incident lifecycle to a satisfactory resolution has been achieved or the issue has been formally escalated ▪ Maintain Pro-active communications with the customers, suppliers and colleagues, including escalation of incidents when necessary ▪ Daily task management ▪ Carry out user account administration, including creating user accounts, amending access permissions, resetting passwords, re-enabling, locking and unlocking accounts ▪ Create and maintain technical documentation for Level 1 support procedures, solutions and processes. ▪ Produce clear instructional guides and supporting documentation for end users. ▪ Add and maintain accurate knowledge base articles within the ticketing system or other approved platforms. ▪ Work towards and consistently meet Service Desk Key Performance Indicators (KPIs). ▪ Prepare operational, technical and customer service reports as required. ▪ Assist other team members and contribute to the achievement of team objectives and project deadlines. ▪ Communicate relevant company strategies, team goals and project requirements. ABS IT Services Job Specifications▪ Help identify training requirements and opportunities for skills development. ▪ Provide training to colleagues or customers where appropriate. ▪ Participate in the provision of out-of-hours support when required. ▪ Undertake other duties of a similar nature as reasonably assigned.