BRIEF JOB DESCRIPTION:

Are you passionate about technology and eager to kickstart your career in IT? We are looking for two motivated Apprentices to join our dedicated Service Desk Team at Lanware. This is a fantastic opportunity for you to gain hands-on experience whilst providing essential support to our clients within the financial services sector.

JOB DESCRIPTION:

At Lanware, we aim to be the leading technology service provider to the financial world. We enable our clients to drive their business by being their trusted technology partner. We place service before sales. We’re flexible without compromising standards. We’re highly selective in our people, the technology we use, the industry, and our clients. Lanware engineers help us be the market leader by providing the best possible service - meeting the high standards our clients expect from us.
Lanware engineers thrive in a culture of self-development, technical curiosity and delivering exceptional service. We believe in taking our staff on a journey with us through their careers, nurturing talent and encouraging new ideas. Our Systems Engineers are the backbone of our Service Desk, being the first port of call dealing with service requests and incidents to the ‘Lanware Standard’ – building strong client relationships and taking pride in the service they deliver.
The most common trait of a successful candidate is having remarkably high potential – our goal is to cultivate our next generation of 2nd line Systems Engineers, Team Leaders, Cloud Infrastructure Engineers, Project Engineers, Service Delivery Managers, Technical Project Managers and Cloud Technical Consultants.
We have an exciting opportunity for an Apprentice Systems Engineer to join our team. You will provide essential 1st line IT support to our clients and their users within the financial services sector. You will be responsible for troubleshooting all IT issues and ensuring they are dealt with efficiently and effectively. The role will need to escalate tickets to other members of the team as required in order to resolve the issues. Through ongoing learning and development, this role over time, will take ownership of tickets managing them through to resolution.
You will gain valuable experience and a Level 3 Information Communications Technician qualification and be fully supported by our training provider throughout your apprenticeship journey. You will receive paid time off to undertake off the job training one day per week.
If you’re looking to join us, you must have strong soft skills and a real drive to learn. You must be presentable, well-spoken and able to articulate yourself clearly. Confidence, patience and good communication skills are a must for this position. The role is based at our office in Central London.

QUALIFICATIONS:

• ·Grade 5/C in GCSE English and Maths

SKILLS & PERSONAL QUALITIES REQUIRED:

• A keen interest in IT and problem solving.
• An analytical mind that quickly grasps technical concepts.
• Excellent communication (verbal and written) and interpersonal skills.
• Ability to work both independently and as part of a team.
• Willingness to learn and develop new skills.
• Strong customer service skills, including a professional telephone manner.
• Ability to work in a fast-paced environment.
• A flexible and committed work ethic with a drive to continually go beyond the status quo.
• Sees the value in documenting their work and following process.
• Understands that documentation and knowledge is highly valuable and pays great attention to detail.
• Takes pride in the quality and impact of their work – seeing the human element to technical problems.
• Willingness to obtain Level 3 Information Communications Technician qualification.

• Working as part of the Service Desk providing 1st line technical support via phone or email.
• Ownership and management of basic 1st line support tickets from troubleshooting through to resolution.
• Ensuring the documentation and tracking of issues using the ITSM tool.
• Managing user expectations and ensuring user satisfaction for all incident resolutions.
• Completing operational checks on a rota basis.
• Responsible for ensuring incidents are logged with third party suppliers and other departments as required.
• Remote management of business-critical products and service levels, desktop and server configuration.
• Shadowing experienced engineers on support tasks and projects.
• Learning to troubleshoot operating systems, software, and network issues.
• Ensuring compliance with the company’s policies and procedures relating to information security management.