IT Helpdesk & Technical Support Engineer Apprentice (Screensavers PCS Ltd)

Duties and key responsibilities:

• Windows 11 Desktop Operating Systems.
• Windows 2019/2022/2025 Server environment. Knowledge of Windows Active Directory.
• Maintain and manage network infrastructures including the core switches, cabling, peripheral devices and related equipment.
• Install, configure and maintain clients’ servers and workstations in line with the Company’s standards.
• Work with multiple hardware and software platforms.
• Identify and resolve issues with workstations, operating systems and network infrastructures.

Helpdesk:

• Provide accurate and creative solutions to client problems to ensure user productivity.
• Assist in the resolution of user and support issues of the Company’s.
• Research, resolve and respond to questions received via telephone calls, emails and site visits in a timely manner and in accordance with Company’s standards.
• Acquire and maintain current knowledge of relevant products and support policies in order to provide technically accurate solutions to customers.
• Log all support calls on the Helpdesk system and keep current and updated information for each call in order for other support users to access when required.
• Complete documentation of all systems processes and related system configurations, cabling and placements.
• Regularly monitor and record server and network performances.
• Maintain current virus protection strategies.
• Maintain and manage an efficient information storage and retrieval system including automated daily back-ups.
• Maintain and manage all peripheral devices connected to the network.
• Participate in team projects that enhance the quality and efficiency of technical services.
• Ensure effective administration support to all departments ensuring quality customer service delivery.
• Attend training sessions and assist in training workshops for clients and their end-users.
• Undertake from time to time, other duties which may not form part of this job description.
• Deliver High Level of Customer Satisfaction.
• To ensure excellent customer service is maintained at all times.
• Housekeeping standards are maintained to the Company’s requirements at all times.
• Develop and maintain customer site records for relevant support information.
• Ensure that the Helpdesk is aware of all issues and information regarding sites allocated and falling under your responsibility.
• Attend training sessions and possibly assist in training workshops.

• Basic IT skills
• English Language skills
• Customer focused
• Punctual and reliable
• Trustworthy
• Keen eye for detail

• GCSE's including English Language and Maths GCSE, grade (A*-C/9-4 or equivalent) (Essential)