Apprentice Software Engineer

As our Software Engineer Apprentice, you will aid with providing a support and maintenance service in particular relating to all Software owned by the group. You will also undertake a learning programme to develop your skills and understanding in relation to Software support, maintenance and development enhancing your knowledge

• To respond to helpdesk traffic via all communication channels
• Upholding a high standard of customer service considering impact , priority and severity. Helpdesk incidents and service requests are to be dealt with as per the service level agreement and customer standards
• To assist with user administration of all software including starters, leavers and transfers and remediate audit actions as per findings from internal audits to remediate accounts as appropriate aiding accuracy and compliance across our software
• To confidently approach helpdesk cases utilising knowledge gained from triage to diagnosis and completion whilst upholding internal policies and procedures
• Establish and diagnose IT Faults through troubleshooting techniques and tools
• To establish professional working relationships to aid the customer support journey , utilising communication and troubleshooting skills in tandem to take our customers through the support process, keeping them informed outlining clear expectations
• To build knowledge of all Software both technically and operationally to enable you to provide guidance and support effectively to the business
• To learn and understand internal business processes and apply this knowledge to the operation and configuration of systems
• To learn how to comfortably navigate our databases as part of the fault-finding process
• Learning SQL DB Management language and tools to further aid advanced troubleshooting

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience

• Maths and English GCSE, grade 4 / C or above (Essential)