IT Helpdesk Engineer Apprentice

By joining the team at Shadowfax Technology t/a TechWyse, based near Stansted Airport, you will experience a dynamic and varied work environment. As we provide IT support services to over a hundred businesses within the M11 corridor, you will have numerous opportunities to engage in different aspects of IT support, from remote assistance to hardware solutions. Working with us means you will develop invaluable skills and techniques essential for thriving within a Managed Service Provider (MSP). Our services, including telephony, data back-up, cloud, and enhanced security services, will ensure you gain comprehensive knowledge and experience, preparing you for a successful career in IT support.

As an IT helpdesk Engineer Apprentice, your duties will include:

• Check client backups daily
• Answer support calls and log as tickets
• Assign available engineers who may work with you on a ticket to grow experience
• Ensure your assigned tickets are meeting SLA’s
• Assist other engineers with their work
• Attend client sites when required
• Update or close all tickets assigned to you at the end of each day
• Complete all apprenticeship coursework
• Attend training as required and develop relevant knowledge, techniques and skills

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

• English GCSE, grade 4 (Essential)
• Maths GCSE, grade 4 (Essential)