1st Line Apprentice

Infrastructure Technician Level 3 Apprenticeship with Weston College.

  • POSITION:37.5 hours per week
  • SALARY:£187.50 per week
  • LOCATION:
    Portishead

About Chorus

Founded in 1999, we’ve grown to a team of over 60 staff that use technology to put people first. We believe that technology enables organisations to do great things and we help our clients achieve this by combining our technical expertise with our friendly and service-driven approach.

We provide a range of IT and digital services, which cover IT support, IT consultancy, cybersecurity, CRM, SharePoint and custom development – helping organisations realise the value of technology.

1st Line Infrastructure Technician Apprentice - Level 3

This this advanced level apprenticeship will be provided by Weston College and Chorus. 

Your role as 1st Line Apprentice is to possess a good understanding of Chorus clients, to gather customer information, identify issues and troubleshoot where possible. You will offer assistance with hardware troubleshooting, communication devices, software applications and provide a knowledge bridge between our clients and third party applications offering tutoring where required. You will ensure all support calls are answered and logged efficiently in accordance with Chorus internal processes and procedures.

Elements of the role

MAINTAIN EFFECTIVE USE OF THE CONNECTWISE TICKET LOGGING SYSTEM

  • Opening and closing tickets as per the Chorus IT helpdesk procedure
  • Communicate with the client throughout the duration of all tickets
  • Record an audit trail of all activity on tickets
  • Update contact and company details to reflect live accounts
  • Record and update changes or additions to client assets and entities
  • Escalating tickets to 2nd line team when incidents or service requests are not easily resolved

 

SETTING UP NEW PCS AND LAPTOPS

  • Upgrade PC’s and Laptops
  • Repair PC’s and Laptops (Rebuild as required)
  • Undertake Software Installs and Upgrades
  • Prepare new hardware for client site installations

WORKING AS A TEAM

  • Asking your colleagues for help when you need assistance as well as helping when reasonably asked.
  • Communicate with your team, sharing new ideas, listening and learning so we can all improve the way we work together

 

CUSTOMER SERVICE

  • Answering all calls within allotted time
  • Placement of fault calls via 3rd party suppliers for hardware and software incidents, following through to resolution or escalation to another team, maintaining effective communication with 3rd party software provider and the client at all times.
  • Answer all calls in a professional manner, stating “Good Morning/Afternoon, Chorus, Joe Bloggs speaking”
  • Escalating calls in the case of a challenging client if you are struggling to meet expectations

 

Skills required

  • Team player with good interpersonal skills
  • Adaptable and flexible approach
  • Good communicator on all levels
  • Ability to remain calm when under pressure
  • Ability to multi task and prioritise workload
  • The personality to deal with customers, both internally and externally, politely and in a timely manner, to possess the maturity to handle the pressures and implications of being in a position of trust

Wage and hours

Working hours

37.5 hours per week (8.30am-5pm Monday to Friday)

 

Weekly wage

£187.50 (£5 per hour) Paid monthly in arrears

Apply now