IT Helpdesk Engineer

Employer:

Pisys.net

Location:

Pisys.net, Bruce Road, Fforestfach, SA5 4HS, United Kingdom.

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Pay:

Apprenticeship rates

Hours of work:

31-40 hours per week

Training provider:

Gower College Swansea

Level:

Apprenticeship (Level 3)

Sector:

Digital Technology

Pathway:

Digital Infrastructure Engineer

Possible start date:

15 May 2025

Closing date:

08 May 2025

Positions available:

1

Vacancy ID:

6281

Email your CV to - Leia.fee@pisys.net

Leia.fee@pisys.net

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About the apprenticeship

Duties

What your typical day will look like:

8:10am - 8:30am: Arrive, prepare coffee and assist with loading. Join the phone queue, review the dashboard for urgent issues, clear your inbox and check for customer responses to open tickets.

9:00am - 11:00am: Handle incoming calls and dispatched tasks, addressing issues such as printer malfunctions, device crashes (BSODs), or network slowdowns. Focus on resolving incidents promptly.

11:00am - 12:00pm: Respond to critical site outages by travelling to customer locations using company electric vehicles to restore services.

12:00pm - 1:30pm: Resume calls and tickets, troubleshooting problems like failed Windows updates, suspicious emails, or third-party database connection issues. Take a lunch break and a short walk.

1:30pm - 4:30pm: Monitor emails and dashboards for emerging issues. Address service requests, such as telephony redirects, system upgrades, or Microsoft 365 changes. Follow up on pending tickets with customers and vendors.

4:30pm: Conduct a final review of all tickets to ensure they are updated, resolved, or handed off appropriately, preparing for the next day or your upcoming day off.

Additional information

We would love it if you want to be the World’s Greatest Troubleshooter – but we also get that not everyone wants to stay in Helpdesk forever, so our most common question at interview is “where next?” The answer is ‘everywhere’. We have former helpdesk people in every area of the business - into Projects, Cyber Security, Telephony, 365 Specialisms, Technical Sales, Finance and Management. They all find that the wide and deep knowledge of the customer base they learned on helpdesk put them in a great position to bring those skills to new roles.

We pay full-time salary but operate a 4-day-week – as an Apprentice this will always be your college day with any weeks you’re not in college varying which day you get off according to business needs.

Requirements

Skills

You'll be a people person (our customers are used to hearing a friendly, confident voice at the end of the phone when IT has sent their day sideways).
You'll have fixed IT issues for friends and family even if you haven’t yet had an IT job (and you’ll have loved it!).
You'll be motivated to get the bottom of every problem, large or small, that crosses your path.
You won’t be rattled when something you’ve never seen before appears in your tickets.
You’ll be confident you can always fall back on solid best practices and research if you don’t know something.
You’ll be pretty ruthless with time management, controlling your distractions and actively managing your own wellbeing.
You’ll be dogged in chasing down root causes. (And sometimes in chasing down harder to reach customers or vendors!).
You’ll have a solid emotional equilibrium, not easily disturbed by day to day IT drama.
You'll be reliable, hard-working and all the usual stuff too.

Qualifications

None

Language

Welsh Spoken Skills:

No

Welsh Written Skills:

No

Course details

Training provider:

Gower College Swansea

Training provider course:

Digital Infrastructure

About the employer

Pisys.net
Pisys.net
Bruce Road, Fforestfach
Swansea
Swansea
SA5 4HS

Disability confident

No, we are not part of the Disability Confident Scheme from the UK Department for Work and Pensions.

Interview arrangements

In person, dates to be arranged.

How to apply

Email the address below to apply for this vacancy

Email your CV to - Leia.fee@pisys.net

Leia.fee@pisys.net