IT Helpdesk & Technical Support Engineer Apprentice

Duties and key responsibilities:

· Windows 11 Desktop Operating Systems.

· Windows 2019/2022/2025 Server environment. Knowledge of Windows Active Directory.

· Maintain and manage network infrastructures including the core switches, cabling, peripheral devices and related equipment.

· Install, configure and maintain clients’ servers and workstations in line with the Company’s standards.

· Work with multiple hardware and software platforms.

· Identify and resolve issues with workstations, operating systems and network infrastructures.

Helpdesk:

· Provide accurate and creative solutions to client problems to ensure user productivity.

· Assist in the resolution of user and support issues of the Company’s.

· Research, resolve and respond to questions received via telephone calls, emails and site visits in a timely manner and in accordance with Company’s standards.

· Acquire and maintain current knowledge of relevant products and support policies in order to provide technically accurate solutions to customers.

· Log all support calls on the Helpdesk system and keep current and updated information for each call in order for other support users to access when required.

· Complete documentation of all systems processes and related system configurations, cabling and placements.

· Regularly monitor and record server and network performances.

· Maintain current virus protection strategies.

· Maintain and manage an efficient information storage and retrieval system including automated daily back-ups.

· Maintain and manage all peripheral devices connected to the network.

· Participate in team projects that enhance the quality and efficiency of technical services.

· Ensure effective administration support to all departments ensuring quality customer service delivery.

· Attend training sessions and assist in training workshops for clients and their end-users.

· Undertake from time to time, other duties which may not form part of this job description.

· Deliver High Level of Customer Satisfaction

· To ensure excellent customer service is maintained at all times.

· Housekeeping standards are maintained to the Company’s requirements at all times.

· Develop and maintain customer site records for relevant support information.

· Ensure that the Helpdesk is aware of all issues and information regarding sites allocated and falling under your responsibility.

· Attend training sessions and possibly assist in training workshops.