IT Apprentice – Manchester

Level 3 Information Communications Technician

Company – Connex Solutions

Full Address – 4th Floor, Bow Chambers, 8 Tib Ln, Manchester M2 4JB

Weekly Hours Worked –  37.5

Salary – National Minimum Wage

Please contact Jack on jack.taylor@estio.co.uk or call 01133 500 333

About the company:

Connex One is a cloud based, omni-channel engagement platform. Much more than just a predictive dialler, it has enhanced functionality and data analytics to give you a deeper understanding of your customers and the tools to connect with them for unparalleled results. All Connex One clients benefit from their secure, cloud-based platform. Agents, technical and financial departments alike enjoy the easy to use, enterprise level yet value for money system.

Brief job description:

Estio Training have an exciting new opportunity for a IT Support Apprentice with Connex Solutions, a Software Company, based in Manchester.

Core Values and Goal

Everyone on Connex support strives to meet our core values of:

• Delivering on our Promises
• Drive Customer Success
• Prioritise Effectively
• Search Out Repeat Issues
• Fix Route Cause
• Grow without the growing pains
• Professional at all times
• Deliver Quality every time

Which will help us deliver on our goal of providing the Best Support in the Industry

Job Description & Responsibilities:

Your responsibilities would include:

• Ordering new numbers from customers
• Maintain accurate and up-to-date number routing information
• Ensure customer compliance with internal allocation policies
• Conversing with customers on their requirements
• Interact with carrier and internal systems to allocate new numbers
• Provide technical support; answering support queries from clients via multiple channels, phone, email, live chat or support portal.
• To maintain a high degree of customer service for all support queries and adhere to our Core Values and Goals
• To take ownership of user problems and be proactive when dealing with clients issues
• Keep the client up to speed on progress with regular feedback on tickets
• To log all tickets accurately and with enough detail to allow others to follow on the ticket actions
• Improve the knowledge of clients of the use of Connex systems by providing training, advice and sharing KBAs
• To escalate more complex issues to the 2nd line team having documented steps taken so far

Qualifications:

• 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills Required:

• Excellent telephone manner, great communication skills and first-class customer service skills
• Enthusiasm to learn and the potential to grow with the company
• A technical mindset with the ability to quickly grasp new concepts
• Basic understanding of PC hardware and headset set-up and configuration
• Basic understanding of networking, IP addressing and VPNs

Personal qualities:

• A passion for web-based software.
• A desire to learn, master and teach.

Future prospects:

The role offers long term security and the opportunity to progress into a permanent position.

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.

For a full list of programme modules visit: estio.co.uk/courses/information-communications-technician