1st Line Support Engineer Apprentice (MBA Group Ltd)

The IT Support Analyst’s role is to work as part of the IT Service Desk team spread across multiple sites, dedicated to delivering an outstanding IT service to the group, ensuring the streamlined operation of the IT Services.

Providing desktop, remote and infrastructure support via the ServiceDesk ticketing system, to 400+ users working across multiple sites

Ensure that incidents reported to the service desk are categorised and then resolved as efficiently as possible. Support is provided primarily through remote desktop tools or physical attendance, should the need arise.

Your duties and responsibilities in this role will consist of:

As a First Line Support Engineer, you will:

• To be responsible for support of all MBA staff in their use of MBA IT systems. Including PCs, laptops, and mobile phones
• Respond to user software or hardware queries via email or phone. 
• Responsible for handling support of service requests which relate to all technology including workstations, servers, printers, networks, and vendor specific hardware and software.
• To take ownership of support calls; diagnose the cause, identify the required solution, and communicate progress to the staff member involved. To accurately record the progress and solution of each call
• To escalate complex problems to senior IT staff, as required and communicate effective information about the problem.
• To manage user accounts in Active Directory, including creation, deletion, and management of user access to server resources
• To assist senior IT staff in projects and rollouts of new systems. This may include occasional, scheduled, out of hours work.
• To comply with MBA security policies and procedures as a priority of all work undertaken. To have the ability to explain to staff members, of any level, why some requested actions are not permitted.
• To create documentation of systems as required, so they are easily understood by other technical staff.
• To ensure MBA stay fully compliant with software licencing.
• To be willing to participate in training and skills development both formerly and on an on-the-job basis.
• To occasionally assist MBA clients directly with questions about access to MBA systems.

This role offers the potential for a permanent position upon successful completion of the apprenticeship, contingent on performance.