IT Technician Apprentice

In 2008, James Morris and Bradley Clegg formed Concero to help design, build and support education organisations by delivering outstanding specialist technology services and solutions. About the role: The IT Technician Apprentice plays an essential role in the caring, successful delivery of our education-centric technology services. Your primary focus is to attend and enable school communities to feel comfortable and confident using education technology for teaching and learning by providing the technical know-how to deliver the best possible digital environments. You will be providing broad 1st line technical problem solving/network management as well as building strong relationships based upon honesty, trust and respect with the school leadership and teaching/support staff and ensuring contractual compliance against KPI's and Service Level Agreements (SLA). Responsibilities: Monitor your customer portfolio and respond to incidents logged by the customer or on behalf of the customer Management of problems to resolution for any network or equipment failures, including and not restricted to: software, hardware and infrastructure problems as defined by the SLA. This will include computers, servers, peripherals and cloud-based applications Ensure that all systems, change request forms, service calls and queries used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes Act as point of contact regarding all technical issues with manufactures, suppliers, ISP and external support organisations Manage day-to-day tasks, time and responsibilities to ensure that service levels are achieved; proactive maintenance and change implementation objectives are met Proactively seek out changes that will add value for the customer and ensure the service is delivered in the most efficient and dynamic way Identify and raise issues, escalate or resolve where required and offer solutions to queries providing a customer in