It Apprentice

BCN · Competitive · Leeds
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Employer description: At BCN Group we offer a wide range of managed IT services and support that can help your business achieve your goals and transform it into a more agile, modern workplace.Job overview: You will have the opportunity to gain valuable skills, knowledge, and experience as you complete your IT systems and networking - Azure Cloud Support Specialist - Level 3 Apprenticeship.Primary duties include:

  • Monitoring of customer systems
  • Management of monitoring events and ticket queues
  • Resolution of technical faults
  • Contributes to the development and tuning of the system monitoring service
  • Assist with account management technical queries
  • Delivering exceptional customer service and demonstrating the ability and desire to go ?EUR~above and beyond for our customers.
  • Managing the timely resolution of open calls and call actions across all customers.
  • Proactively working to improve internal processes.
  • Identification of potential opportunities to replace or implement new solutions or equipment at customer sites.
  • Ensuring SLA?EUR(TM)s are met.
  • Sharing your technical knowledge and assisting your colleagues with issue resolution.
  • Troubleshoot and resolve backup failures
  • Troubleshoot offline alerts and escalate to the necessary support pod where appropriate
  • Troubleshoot and resolve hardware alerts such as disk space alerts /RAID issues / SNMP alerts, creating RFC?EUR(TM)s where necessary
  • Monitor team shared mailbox and action where appropriate
  • Escalate consecutive backup failures, utilizing problem tickets
  • Support adding new customers/devices to RMM solution, utilising Group policy to deploy the agent
  • Involvement in short term projects such as configuration and replacement of backup jobs / offsite backups
  • Backup technologies, Veeam, Backup Exec
  • Virtualization technologies, Hyper-V or VMware
  • A basic understanding of SAN and NAS technologies
  • Good understanding of backup, restore, and replication principles
  • Desktop PC?EUR(TM)s and Operating systems
  • Networking and firewalls
  • Server technologies and common commercial software platforms
  • Anti-virus software management and rollout;
  • Engage professionally and appropriately with customers from junior positions through to board level.
  • Set appropriate expectations and timelines for the resolution of issues with clients.
  • Manage your time effectively to ensure timely resolution and completion of work.
  • Ensure all client communications (telephone/email/in-person/other) are appropriate, professional, and relevant to the task at hand.
  • Present yourself, both in appearance and manner, in a business-like and professional way.

Entry requirements: You need to have 5 GCSE?EUR(TM)s:

  • Maths and English (or equivalents) at grades D or above
  • 3x GCSE?EUR(TM)s grade A-C in any other subject

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