Service Desk Apprentice Edinburgh, Scotland
Job description
Edinburgh based Stampede are a fast growing tech business with impressive partnerships around the world with further plans for global expansion. They are a small, friendly team with huge ambitions and are looking for a Service Desk Apprentice to take on this fantastic opportunity to join the digital revolution.
As the Service Desk Apprentice, you will be working on the Helpdesk front line dealing with 1st and 2nd line support calls using your own initiative to problem solve and be proactive while gaining invaluable skills. You will be resolving issues, reporting bugs, testing and quality assurance, helping to manage improvements and much more.
Alongside this, you will be gaining further technical skills in areas such as Networking, Infrastructure, Cloud providers, Core internet technologies, accurately using ticketing and marketing software.
You will gain an SCQF Level 6 Diploma in IT Professional Modern Apprenticeship.
You will be progressed onto QA's IT Professional SCQF Level 8 Modern Apprenticeship on completion of your Level 6.
What You Will Learn:
- Networking technologies
- Core internet technologies – Routing and Switching
- Professional grade WiFi Access Points & their cloud controllers (Ubiquiti UniFi, Ruckus, Cisco Meraki, OpenMesh)
- Core internet technologies – Routing and Switching
- Professional grade WiFi Access Points & their cloud controllers (Ubiquiti UniFi, Ruckus, Cisco Meraki, OpenMesh)
- Infrastructure technology
- Cloud providers, specifically Amazon Web Services
- Marketing software used within Hospitality; Mailchimp, DotMailer, Facebook, Constant Contact, Zapier, Drift etc.
- Service Desk ticketing software and CRM i.e. ZenDesk, ZohoDesk, AutoTask etc
What You'll Be Working On
- Solving problems!
- 1st line support via Telephone, Email Ticketing and LiveChat - comprehending the issue and triaging effectively whilst maintaining open communication channels with the customer
- 2nd line support, functional & technical
- Helping the product team to manage improvements and reporting bugs
- Testing and Quality Assurance - new features and bug fixes
- Manage, maintain and improve infrastructure boosting our product including internal and external Knowledge Bases
- Assisting partners out in the field (you on the phone, aiding a partner who is on site)
- Implementing all-new Stampede customers
- Working with 3rd party IT providers to implement as above
Qualities and Attributes
- Team player
- Passionate about the IT industry
- Dedicated to at least 2 years
- Eager for progression
- Problem solver
- Exceptional verbal and written communication skills
