Network Field Engineer Apprentice

Summary

Northern Skills are recruiting on behalf of Fleet Factors Limited. The successful candidate will work towards a Level 4 Qualification in Network Engineer.

Annual wage: £14,000 a year
Minimum wage rates (opens in new tab)
Training course: Network engineer (level 4)
Hours: Monday - Friday, 08:30 am - 05:30 pm.
40 hours a week
Possible start date: Saturday 23 November
Duration: 2 Years
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Flexible working hours including office-based support and periods of travel to cover our depots and sites up and down the country inc. Scotland.

• Provide technical support in-person and to internal customers, assisting them with hardware and application problems by phone, email, on-site and via remote access
• Manage, repair, and support all computers and technology systems
• Escalate complex queries to the relevant team member or external support provider for resolution when necessary
• Ensure that all clients are communicated with clearly and understand all elements of the process and that a high quality of customer service is maintained
• Ensure that support calls are logged on the helpdesk system and resolved within SLA
• Thorough understanding of network configuration, switches and patching
• Responsible for network infrastructure rollouts – including installation of comms cab and associated network equipment – i.e. routers / switches / patch panels etc.
Job Responsibilities
• Liaising with customers and colleagues on a daily basis
• Effectively dealing with complaints or queries
• Troubleshooting an array of IT issues daily
• Perform software builds/re-builds on PCs and laptops as required
• Provide support on Microsoft-based software packages on a Windows operating system, as well as bespoke in-house software (Menu etc.)
• Take ownership of user problems and being proactive when dealing with issues
• Inbound & outbound call handling
• Manage workflow through internal ticketing system (create, update, follow-up and resolve)
• Complete a wide-array of service requests
• Triage new tickets (incidents / problems)
• Assign and/or escalate tickets to the correct departments / personnel
• Act as first/second line response to P1 issues (business critical and/or revenue-impacting tickets)
• Manage and update the asset register
• Contact third parties to assist with customer issues, i.e. service providers
• Support in training new staff members
• Collaboratively work with other internal teams (2nd/3rd Line Technical, Sys. Devs., Projects, etc.)
• On-site server room refreshes / patching
• Physical set up of equipment and workstations at multiple sites
• Installation of structured cabling and/or trunking
• Detailed site visit reports with network and user satisfaction surveys / suggestions
• Update online KBS with known fixes, i.e. StackOverflow
Key Skills
• Thorough and pay attention to detail
• Analytical thinking skills
• Excellent verbal and written communication skills
• Ability to use your initiative
• Persistence and determination
• Strong customer service skills
• Thorough understanding of IT systems and applications
• Ability to work well in a team and solo when remote
• Ability to use your judgement and make decisions
• Strong time management and organisation skills
• Good overall general IT knowledge
• Good understanding of network config., switches and patching
• Ability to cope well under pressure
• Flexible towards last-minute site visits/change to working hours

Where you’ll work

Unit 3/ 4 Wallis Road

Sotherby Road

Middlesbrough

TS6 6JB

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

MIDDLESBROUGH COLLEGE

Your training course

Network engineer (level 4)

Equal to higher national certificate (HNC)

Course contents

apply the appropriate tools and techniques when securely operating and testing networks

install and configure the elements required to maintain and manage a secure network

implement techniques to monitor and record systems performance in line with defined specifications

maintain security and performance of the system against known and standard threats

apply the appropriate tools and techniques to identify systems performance issues

apply the appropriate tools and techniques to gather information to troubleshoot issues and isolate, repair or escalate faults

communicate outcomes of tasks and record in line with organisational procedures and SLAs including adherence to customer service standards

upgrade, apply and test components to systems configurations ensuring that the system meets the organisation’s requirements and minimises downtime. This should include backup processes

record task details whether face-to-face, remote or in writing in line with ogranisational requirements

interpret information received from a manager, customer or technical specialist and accurately implement the defined requirements

monitor, identify and implement required maintenance procedures

implement techniques to optimise systems performance in line with defined specifications

organise and prioritise clients or stakeholders’ requests in line with SLAs and organization processes

explain their job role within the business context to stakeholders to enable a clear understanding on both sides of what their remit is and convey technical constraints in appropriate language considering accessibility and diversity implications

operate securely and apply the appropriate process, policies and legislation within their business responsibilities

communicate with a range of stakeholders taking into consideration the organisations cultural awareness and technical ability

apply the appropriate level of responsibility when planning and prioritising work tasks

apply the relevant numerical skills (Binary, dotted decimal notation) required to meet the defined specifications

ensure compliance of network engineering outputs with change management processes

select the appropriate tools and comply with organisation policies and processes when upgrading systems

Your training plan

The candidate will work towards achieving a Level 4 Qualification in Network Engineer. They day release will be held at Middlesbrough College.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade C/4 or equivalent)
Maths (grade C/4 or equivalent)
Any (grade Pass)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

IT skills
Attention to detail
Problem solving skills
Proficient in C#

Other requirements

Other• Start time at sites within a 3h radius from HQ are to commence at 9am latest, road conditions permitting, to align with normal trading hours. Travelling / operating time over the normal 8 hour day to be taken as time in lieu as agreed with the IT Manager• Site visits with over 3 hours travel time (each way) to be taken on a case by case basis, with the expectation of travelling the previous day for larger rollouts and a longer days work for smaller ones – mutually agreed by Network Field Engineer and IT Manager • A company van, with fuel card will be provided – in which it is permitted to travel to and from work to one permanent residence. No personal usage is permitted• Aforementioned van is to be kept in a clean and usable state for other FleetFactors staff, should an occasion arise where its use is required. Van will be tracked with Telemetrics technology and this data will be used to settle any disputes in working hours• Up to a maximum of 10 overnight stays per calendar month are included within the package and anything additional to this will be discussed on a case by case basis. Overnight accommodation and an evening meal will be provided as part of the packageNote: This job description is not intended to establish a total definition of the job, but an outline of the duties. This vacancy is to start immediately therefore you must be available to start before applying. The closing date, interview date and start date are subject to change.  This vacancy may close early if sufficient applications are received. Please ensure you apply early to avoid disappointment. Individuals are able to undertake an apprenticeship at a higher level than a qualification they currently hold, including any previously completed apprenticeships. Individuals can also undertake an apprenticeship at the same level, or lower level than a qualification they already hold as long as the new apprenticeship allows for new skills to be acquired and the content of the training is materially different from any previous qualification or apprenticeship. Northern Skills will check candidates' eligibility prior to any interviews. Please be aware that as Northern Skills provide a recruitment matching service, we will also consider you for roles which pay the Apprenticeship National Minimum Wage.

About this company

Fleet Factors was founded upon Teesside in November 1975, as a family-run business. Fleet Factors initially had a small product offering and started by making its first sales visit to BP followed by other high-profile companies such as ICI, and British Steel shortly after. Now Fleet Factors has branched out to many locations across the UK with over 300 employees in 25 branches and over 200 Facilities Management sites nationwide and has three divisions, Vehicle components, Refinish and PPE, with a large offering of products such as janitorial & cleaning products, PPE, workwear, safety equipment, welding supplies, AdBlue products alongside their main products, these are delivered to our national customer base through our trusted fleet. As a family-run business Fleet Factors has always strived to improve ways of supporting its exceptional service to customers. A huge step forward was observed when we were the first company in the industry to begin our Facilities Management Service to blue-chip companies and councils. The Facilities Management Services allows us to assist or run the body shop for the customer, allowing the company to focus on its priorities. With our own in-house IT team created and available to assist any partner businesses. Our IT Department currently provides support for over 200 users and consists of Systems and Software departments.

After this apprenticeship

Depending on the circumstances of the business upon completion of the apprenticeship programme there could be a potential position of employment available.

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