Our client is a fast-growing, business-only, full-service, global Internet Service Provider based in Brighton, UK and New York, USA.  They provide a complete suite of internet products such as connectivity, VoIP, LAN consultancy, network support, Wi-Fi installations and IP CCTV.

They have an exciting apprenticeship opportunity for a talented individual to join a small technical team based in their Brighton office to assist in the provision, installation and support of these products and their customers.

Duties and Responsibilities:

• Helpdesk / Customer Support – Providing both remote and customer facing technical support, including the lifecycle of a ticket, from raising and logging a fault, troubleshooting through to resolution in a timely manner, reducing customer impact of a service affecting issue.
• Service Monitoring – Closely tracking internal systems for events and reacting accordingly to prevent service incidents or outages.
• Technical Administration – Verifying, ordering, managing and provisioning connectivity and voice products.
• Internal Support – Assisting with company systems and LAN equipment.
• Process Documentation – Recording and detailing devised processes and procedures for internal reference.
• Ad Hoc Tasks– Assisting on various projects and onsite installations as required.
• Interdepartmental Liaising – interfacing with other departments regarding ongoing orders and projects.
• Supplier Management – Developing relationships with our extensive partner base and telecom carriers.

Core Competencies, Experience and Education: 

• Previous experience working in a Helpdesk / 1^st Line support role preferable but not essential.
• Basic network understanding ideally to include some knowledge Routers, Switches, Firewalls, VoIP, LAN / WAN.
• Willingness to pursue an ongoing self-development Cisco Certification path with training resources provided.
• An ability to learn new technologies.
• Strong attention to detail incorporating excellent written and verbal communication skills.
• A competent telephone manner with the ability to listen and quickly understand customer issues.
• A methodical approach to problem solving.
• An ability to establish and maintain effective administration processes.
• Excellent organisational and time management skills.
• Able to work well within a team.
• Positive, flexible, proactive attitude with a strong sense of responsibility to ensure the highest standards are met throughout the business.