Full Time
HQ Whiteley
Posted 4 months ago

This is an 18-month Apprenticeship opportunity for a First Line Telecoms Apprentice based in Whiteley Hampshire.

Salary is £9,000 per year.  This is an office based role.

 If you are looking for a First Line Telecoms Apprentice role with the opportunity to earn a qualification in Telecommunications please read on!

Main Job Description

  • To provide an initial point of contact via the phone to all contractual clients, log tickets with SLA’s set and collating all details of the issue.
  • Testing of Telephone Lines and Broadband and liaising with suppliers to fix Customer issues.
  • Carrying out diagnostics on SIP and Hosted lines and systems.
  • Providing advice and guidance to our Customers.
  • Monitoring our triage queue and directing tickets to the right queues.
  • Carry out follow up phone calls as directed from colleagues to provide clients with updates or what has been done to fix an issue.
  • To provide 1st line diagnosis of issues to all contractual clients within their agreed SLA’s using our advanced remote support applications.
  • To work with the technical support team to identify problems and assist with solutions.
  • Providing support to all clients, updating change control and ensuring business continuity.
  • Carrying out routine maintenance tasks on client’s systems.

Personal Attributes

  • A real passion for Technical Support and Service Delivery.
  • A real passion for learning.
  • Excellent telephone manner.
  • Good written communication skills.
  • Good attention to detail and the ability to complete each task assigned.
  • Willingness and ability to embrace change and learn new technologies.
  • Ability to work within a high volume and fast paced environment.
  • Customer focused ethos and committed to providing a professional service.
  • Flexible approach to work.
  • Logical approach to problem solving.
  • Able to prioritise, manage and track multiple activities and tasks.
  • Enthusiastic approach and can-do attitude.

Training & Qualifications Provided

  • Experience of working in a Service Desk environment.
  • Experience of working with NEC, Unify, and Mitel systems and using Talk Talk, WLR3 and Gamma portals to raise Line and Broadband faults.
  • Understanding of ISDN 2/30, PSTN, ADSL, Fibre, EFM and Leased Lines.
  • Knowledge of routers and networking (Draytek, Technicolor, LAN/WAN/VPN/SIP).
  • Basic knowledge of Windows desktop operating systems (Windows 7, 8 and 10).
  • Experience with using a Service Management system to manage incidents and requests.
  • Level 3 Unified Communications.

Desirable Skills & Qualifications

  • Full driving license and access to car.
  • 4 GCSE’s including English and Maths.

Working hours are Monday to Friday 9am to 5.30pm (no weekend work) the opportunity is there to help on out on hours, but is not essential.




Additional Information

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