1st Line Support Engineer

1 month ago

Manchester, United Kingdom Estio Training Limited Full time €13,000

Level 3 Information Communications Technician
Working Hours: 38 hours per week, Monday – Friday
Based in Manchester, we’re a dynamic telecom provider with a national reach, aiming to do things differently. Estio Training have an exciting new opportunity for a 1 st Line Support Engineer with IP Exchange, a Technology & Telecoms Specialist based in Manchester.
As our First Line Support Engineer, you will be the first point of call for everyone contacting IP Exchange Ltd. We are looking for a personable and confident individual, who can communicate well with people and be able to operate in a busy office environment. You will provide our customers with the highest level of customer service, whilst providing 1 st line technical support.
Greeting callers in a pleasant manner and provide clear and accurate information over the phone; this will include but is not limited to mobile, hosted, connectivity & IT support (on the job training will be provided).
Update customers according to IPEX SLAs by phone and our ticketing system – Freshdesk.
Liaising with Suppliers as and when required to assist in resolving customer issues, carrying out relevant testing as per their recommendations.
Assist the team to carry out relevant testing on any changes that have been implemented to ensure the systems and services are working as expected.
Liaising with Account Managers regarding customer requests.
Including: data management, alerts/bars, SIM card stock and forwarding relevant details to the Accounts team (full training will be provided)
Provide basic system training to our customer base as and when required (full training will be provided).
Prepares outgoing post – organising deliveries and collections.
5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills & Qualities Required:
Good telephone manner
The role offers long term security and the opportunity to progress into a permanent position.
Training to be provided:
Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. 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.

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