Support Engineer Apprentice (Veracity Systems Ltd)

Job description

About

Wage: £18,200 rising to a minimum of £24,785 after the first year of apprenticeship

Short Description: Provide office based technical support and installation support for Veracity products, primarily the Viewscape command and control platform. This role will support all Veracity customers and solutions, mainly Viewscape, Coldstore and other Veracity products. Provide technical support via phone, e-mail and remote connections, there is a possibility of a certain element of UK field support requiring site visits. It is estimated that less than 10% of working time would be field based. Support will include system upgrades, fault-finding and problem diagnosis. Assist with improving documentation and installation procedures. A good understanding of Microsoft applications is required.
Full Description: About the Company:
Veracity designs and develops VIEWSCAPE, an integrated security application platform that offers a command-and-control solution with 360-degree situational awareness for security, building management, and many other applications for security control rooms. Building on 24 years of software development experience, we have a proven track record in delivering configurable solutions. Incorporating both legacy and new technologies, we meet today’s client requirements whilst the software is agile enough to adapt to emerging trends.
Veracity Systems Ltd is a privately owned UK Company established in 2001. It is a wholly owned subsidiary of Veracity UK Ltd. Our development teams are based in the UK. We have support teams around the world.

Key Responsibilities:

As a Support Engineer Apprentice your main roles and responsibilities will include:

Technical
• Telephone, email and online support for Viewscape system integrators and end users.
• Building and imaging PCs to meet project requirements.
• Test Viewscape software and associated technologies.
• Assistance with system configuration and commissioning, office based and on site.
• Assisting in set-up and testing of factory acceptance tests.
• Involvement with projects from order received to deployment.
• Processing hardware orders via NetSuite.
• Stock checks and inventory management.
• Customer Loaned equipment management.
• Despatching orders and dealing with couriers.

Administrative
• Provide a monthly report to the Board summarising current activities, progress, activities for next month, challenges and suggestions.
• Assist with the creation development of technical support documentation and processors.
• Update processes as required.
• Update NetSuite Ticketing system with customer support issues.

General
• Attend online and in person meetings as required, ensuring full participation in progressing matters including adequate preparation, reporting and feedback as required.
• Work collaboratively as part of the team.
• Attend training courses and project briefings as required.
• Be an active member of the team working toward continuous improvement and sector success.
• Follow company processes and procedures relating to operational, health and safety, anti-bribery, money laundering, equality and diversity and employment matters.
• Ensure compliance with all rules relating to management of IT information, processing of data, transferring and accessing data, etc.
• Adhere to all requirements relating to IT security and be vigilant about phishing and other types of cyber security attacks.

Self-Development
• Extend knowledge and competence by keeping up to date with professional / technical developments.
• Maintain accurate records of training and other learning.

Future Prospects:
Potential for full-time role on completion pf apprenticeship.

Training Provided:
Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.
Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.
Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:
• Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
• Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
• Prioritise systems support tasks and monitor and maintaining system performance.
• Maintain regulatory, legal and professional standards.
• Support the information systems needs for your business.

Skills Required:
• Microsoft office 365
• Internal ticket support system, training will be provided
• General computer skills, typing

Personal Qualities:
• Trustworthy
• Team worker
• Attention to detail
• Good timekeeper
• Ability to fault find issues in Software and Hardware
Qualifications Required: 5 GCSEs grades A*-C/9-4 or equivalent, including English Language and Maths.