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Contedia Limited

Level 3 Information Communication Technician

Company: Contedia Limited

Full Address: 35 Southgate, Pontefract WF8 1LN

Weekly Hours Worked: Full-time Monday – Friday – 8:30am – 5:00pm

Salary: £13,000-£15,000 Dependant on experience

Please contact Ami on [email protected] or call 0113 3500 333

About the company:

Contedia is a well-established and growing business in Pontefract, West Yorkshire who are looking for an enthusiastic and professional, apprentice working in the position of Helpdesk Advisor and Support Engineer with a significant opportunity for personal development and the conversion of a full-time role with the completion of an apprenticeship. This is a varied, challenging position, dealing with day-to-day support requests from our client-base whilst on occasion, simultaneously working/assisting with a regular flow of more sizeable migration projects and new infrastructure installations.

Brief job description:

Estio Training have an exciting new opportunity for an Helpdesk Advisor and IT Support Apprentice with Contedia Limited, a computer support and service company based in Pontefract.

Job Description:

The role is highly customer focused, so the ability to build and maintain good customer relationships and in an honest and trustworthy manner is critical. Explaining complex scenarios in non-technical terms and providing customer guidance through technical issues is also a necessity within the role, as is a “get to the bottom of it” approach that sees issues get properly resolved.

Contedia has a small, but fast paced team meaning the ability to multi-task is absolutely crucial to succeeding in this role, along with being able to recognise your own strengths and weaknesses, and those of your colleagues, to help you work as a team-player and best achieve the departments goals. You should, however, be comfortable to work entirely on your own initiative, especially where you or your colleagues are working with customers elsewhere.

Your duties and responsibilities in this role will consist of:

• Log client support requests with accuracy and detail in our support ticketing system. Supported clients at Contedia can request support via the phone, email or contact form on our website.
• Manage, investigate, and resolve client support requests remotely (via phone or email).
• Provide on occasion, on-site assistance to colleagues with installations, upgrades, and fixes to client infrastructures.
• Manage and work on multiple tickets.
• Accurately create, update, and manage client knowledgebase articles.
• Configure and install IT software and hardware.
• Administer (when on-rota) the IT Departments, IT Procedures mailbox managing alerts from client infrastructures (training to be provided).
• Follow department and company-wide work instructions whilst also contributing positively, with suggestions, to their evolution.
• Proactively work on our customer management dashboard ensuring supported client infrastructures have the latest software and firmware available.
• Report directly to the IT Services Manager for role and day-to-day support and task assignment.
• Act as pre-sales mediator when sales enquiries come through the support channel.
• Complete annual training courses in software that Contedia use to provide high quality support services to clients.
• Contribute to the general upkeep of the workplace facilities ensuring workspaces are kept to a high standard.

Qualifications:

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

Skills Required:

• Be customer focused with good customer relation and communication skills. The candidate must be able to discuss customer issues over the telephone, extract useful information to help accurately discern the true nature of a customer’s problem and explain complex scenarios in non-technical terms.
• Have a highly logical, sensible approach to problem solving, both on a technical, and non-technical level.
• Work well in a small team environment, recognise own strengths and weaknesses and those of their colleagues, and work as a team-player to best achieve goals.
• Have a proven ability to work on own initiative and see problems through to a satisfactory conclusion or, where the nature of a problem is beyond the scope or boundaries of skill and experience, show enthusiasm in wanting to be involved in its conclusion, aiding or shadowing colleagues as necessary.
• Be highly organised, neat, and mindful of an attention to detail, even in the smallest of tasks.
• Be able to speak and write fluent English, with good grammar and having a mind for how spoken and written words can be important in conveying the correct tone and sentiment when communicating with others.
• Be capable of producing professional documents and aid in the creation of company and departmental policies, procedures, and customer documentation.
• Fast “hands-on” learner. Must not be afraid of the unknown and be prepared to learn “on the fly”, whilst still being able to recognise their own limitations and know when it is best to stop and ask for help!
• Be conscious of their personal appearance and hygiene in respect of working in a professional environment alongside colleagues.
• Be proficient in the use of Microsoft desktop operating systems (Windows 7, 8, 8.1, 10 and 11).
• Be proficient in the use of Microsoft Office (Outlook, Word, and Excel).
• Be comfortable upgrading/installing standard computer components such as disks, RAM and graphics cards (this is rare, but something we do on occasion).

Personal qualities:

• Organised.
• Good timekeeping.
• Attention to detail.
• Ability to build and maintain good customer relationships and in an honest and trustworthy manner is critical.
• A passion for IT and helping customers is a must.

Desirable Experience:

• Knowledge of Microsoft 365 and what services are available on the platform.
• Knowledge of networking equipment such as routers, switches and wireless access points and the role they play in a customer’s infrastructure.
• Knowledge of anti-virus products and the purpose of the product.
• Comfortable navigating and supporting mobile technologies (iOS and Android devices).

Benefits

• Private healthcare (after 12-months).
• Contributory pension scheme.
• Starting at 21 days holiday (rising to 28) plus all the usual bank holidays.
• Exclusive discounts with a Perk box membership.
• A great, friendly working environment in the town centre.

Future prospects:

The role offers a permanent role upon completion of the apprenticeship depending on performance.

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.