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      IT Apprentice – Manchester

      • L3 Information Communication Technician
      • North West

      Connex Solutions

      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

       

      To apply for this job email your details to jack.taylor@estio.co.uk