Apprentice Engineer

Updated:
July 27, 2024 - As an Apprentice Engineer, you'll work in a small team, providing frontline support by responding to customer calls and tickets, and ensuring efficient issue resolution across various communication platforms. Your responsibilities also include liaising with industry partners to manage supplier orders and logging and resolving issues through provider portals.

• Providing support to the IT team via the Service Desk.
• Providing 1st line operational support for computer systems, network, voice, data and video infrastructure for Shearwater.
• Providing 1st line technical support for Shearwater via ticketing system, email or phone.
• Providing administrative and follow-up support on 2nd/3rd Line tickets, ensuring 2-way communication between Users and Support.
• Assisting with the record capturing and hardware asset management.
• Editing and adding to the IT Knowledge Base.
• Completing routine hardware and software maintenance tasks.
• Assisting in the purchasing of IT equipment and supplies.
• Assisting with user setups, user creation, and sourcing of IT equipment for employees.
• Keeping up to date with technical development in the field of IT.
• Assisting the IT team with any projects, changes or implementations throughout the organisation.

• Technical Support Skills (Hard Skills)
• Customer Service Skills (Soft Skills)
• Ticket Management (Hard Skills)
• Hardware Asset Management (Hard Skills)
• Knowledge Base Management (Hard Skills)
• Routine Maintenance (Hard Skills)
• Procurement Skills (Hard Skills)
• Project Support (Hard Skills)

• Excellent, clear and concise communication skills, listening, speaking and writing.
• Positive and proactive attitude, methodical, logical and conscientious.