1st Line IT Engineer Apprentice – Kent

Level 3 Information Communication Technician

Job Title: Apprentice 1st Line IT Engineer

Company: iMicro UK LTD

Full Address: Kent Space, Suite 11, 6-8 Revenge Road Lordswood, Kent. ME5 8UD

Weekly Hours Worked: Monday – Friday 9am – 5.00pm

Salary: £15,000

Contact Information:
Please reach out via email at Raymond.duke@estio.co.uk or call 0203 834 2872

About the Company:

iMicro provides Telephony, and IT Services with distinctive Customer Service levels to business owners across Kent, London, and the surrounding counties.

Role Summary:

Join the iMicro team as an IT Apprentice and kickstart your career in telephony and technology! This is a fantastic opportunity for individuals eager to develop technical skills and gain hands-on experience in telephony, IT support, network administration, and system management. You will work alongside experienced professionals, contributing to day-to-day IT operations while gaining valuable training to support your personal and professional growth. If you’re passionate about technology and ready to learn, we’d love to hear from you!

Key Responsibilities:

As an Apprentice IT Engineer, you will work closely with our senior engineers to support our clients in managing their Telephony systems, and IT infrastructure. You will be responsible for troubleshooting and resolving technical issues, installing and configuring software and hardware, and providing technical support to end-users. The role is office based, working from our HQ Office in Lordswood, Kent.

• Provide VIP Customer service to existing clients
• First response on the Helpdesk solving technical queries over the phone and via the ServiceDesk portal
• Swiftly Identify issues and fix supported systems
• Quickly escalate any challenges that cannot be resolved by 1st Line
• Log the agreed amount of time each week against assigned tasks
• Clearly document and record time for all conversations, research and solutions provided on each ticket
• Classify and escalate any Change or Sales requests being made on tickets
• Contribute to projects and attend client sites as required
• Meet SLA’s including call answering, first response times and logged hours
• Assist in the ongoing documentation of business processes in accordance with ISO 27001 and 9001 accreditations
• Share ideas and best practice with colleagues and peers
• Update client databases with any changes as you become aware of them
• Actively contribute to daily Social Media content
• Support the Lead Engineer for assigned clients
• Maintain the technical area – tidiness, availability of tools and structure.

Qualifications:

• Educational Requirements: 5 GCSEs grades A*-C/9-4 or equivalent, including English Language and Maths.

Skills Required & Qualities Required:

• Problem-solving skills and ability to work under pressure.
• Strong communication skills, both written and verbal.
• Smart
• Punctual
• Positive can do attitude

Future Prospects:

Opportunity for a full-time permanent position with successful completion of the apprenticeship.

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

• Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
• Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
• Prioritise systems support tasks and monitor and maintaining system performance
• Maintain regulatory, legal and professional standards.
• Support the information systems needs for your business.