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This Trainee Telecoms Engineer will report to the the EUS Manager and will work within the IS directorate based in our London office. You will be a permanent employee.
Providing IS operational Telecom support for the 1st line teams and internal and external customers across UKPN. The Trainee Telecoms Support role ensures issues are undertaken promptly and customers' needs are met or exceeded
Principal accountabilities
- To be responsible on resolving internal and external customers technical queries.
- To liaise with and assist 2nd and 3rd line support with any technical issues
- To undertake how to do "warm handover" end user calls direct to 2nd /3rd Line support on those more technical issues
- To understand our Health and Safety Procedures and how to work safely in Substations and offices
- To ensure service delivery is achieved following IS Operational goals.
- To update every call in your queue at least every other day, depending on priority.
- To ensure the call queue stays within the agreed limits on the number of calls.
- To understand how to manage escalations promptly.
- Assist with projects.
- To learn and participate how to Assist with Major IT Incidents.
- To undertake (reporting, recording & resolving) of operational issues as they arise.
- To understand the systems UKPN have to a satisfactory level to provide 1st line support to our end users
- To gain knowledge of ITIL processes for Incident, Problem, and Change management
- To learn how to liaise with 3rd Party Suppliers
- Training on IT Systems will be provided and there is your chance to obtain formal Network training.
Nature and scope
The Nature of this position is representing UKPN's IS Department in all aspects of Support to the business's user community. To instil user confidence in the IS Department's ability to provide and support the best possible solution. To bring previous experience to the role, work with the IS Department to effect improvement.
Health & safety responsibilities
Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.
Employees will ensure they understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.
If in doubt ask!
Qualifications
AUKPN IS Trainee is expected to bring with them the following skills and a willingness to develop them further:
- At Least 5 GCSE's at pass levels, including, English, Maths, Science or equivalent
- Building good relationships is fundamental to the delivery of services.
- Organisational skills and to work to team and project deadlines.
- Teamwork and Cooperation- The ability to work in a team and contribute to a supportive work environment.
- Trainee's work in fluid, fast-paced & exciting environments. These skills are vital to responding to situations in the workplace.
What we offer
You will attract a salary of £34,303.00 and a bonus of 3%. We also provide the following additional benefits:
- Annual Leave
- Personal Pension Plan – Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)
- Tenancy Loan Deposit scheme
- Tax efficient benefits: cycle to work scheme
- Season ticket loan
- Occupational Health support
- Switched On – scheme providing discount on hundreds of retailers products.
- Discounted access to sports and social clubs
- Employee Assistance Programme.
We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
