Technical Support Apprentice

About the role:

Kubenet is a multi award-winning Managed Service Provider. They have supported QA Apprentices in the past, so you are in safe hands. An exciting opportunity has come up to join their Voice team.

You will learn to provide clients with exceptional service, install and commission cloud telephone systems, including Microsoft Teams Calling. The successful candidate will join their growing Voice team and support their wider service desk and business support teams.

What will you be doing?

• Design and deployment of our VoIP/ Cloud and MS Teams calling platforms
• Handle inbound calls from customers requiring technical support
• Troubleshoot and resolve VoIP, SIP, and network-related issues remotely and on client sites
• If unable to resolve at first contact, triage the incident/request and escalate to partners
• Investigate and monitor telecoms, Wi-Fi, and network issues, ensuring resolution within SLAs
• Communicate clearly with end-users, colleagues, and management to resolve issues promptly and ensure customer satisfaction, updating all open cases with relevant information
• Visit customer sites to diagnose and repair Voice services as needed
• Support internal KubeNet teams
• Deliver first-class customer service at all times
• Document processes, configuration and know fixes to develop/enhance shared knowledge base

What qualities should you have?

• Good attitude
• Drive to learn
• Customer focused
• Interested in technology

Working hours: Monday to Friday, 37.5 hours across the week between 8am – 6pm. Shift patterns such as 8:30am – 5pm, 9am – 5:30pm, 9:30am – 6pm

Salary: £22,500 per annum

Benefits:

• Competitive salary
• 22 days holiday per annum plus 9 statuary days following Scottish Bank Holiday calendar
• 2 days paid volunteer day
• Flexible shifts
• Following successful probationary period of 9 months: Access to private healthcare, death in service and company pension contribution of 5%
• Free KubeNet Broadband or a £25.00 per month contribution after successful probation period
• Training will be provided on the systems we use and the products and services we deliver to our clients, including any future requirements

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Important information:

This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.

Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6.

If you are interested in starting your career and receiving a work based qualification at the same time APPLY NOW!

Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.