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Infrastructure Technician Apprentice

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To provide technical support to external customers who utilise cloud contact centre solutions and various adjuncts provided by CC360. Key Tasks • Respond to, monitor and update incidents in a timely manner within SLA, owning each incident up to resolution, including with 3rd party provider.• Implement changes relating to the Genesys Cloud telephony system in line with the Change procedures and processes.• Set up, test and implement new Genesys Cloud-related call centre systems• Troubleshoot Genesys-related user issues• Work closely with 3rd party providers and monitor/manage all escalations, providing regular updates to end-users and key operational staff.• Utilise strong attention to detail to resolve telephony-related incidents.• User and phone number maintenance to be completed regularly within Genesys, keeping track of all changes and user amendments made using the ticket logging tool.• Proactively monitor requests and systems and act accordingly to fix issues before they become major incidents.• Perform routine maintenance on yours and the team’s open Incidents and Service Requests, ensuring that escalations are chased and tickets are updated regularly within SLA.• Act on advice provided by 3rd party provider in event of escalation.• Employ customer-focused communication techniques, both written and verbal, in the handling of all requests and face to face communications. Requirements and prospects Desired skills • Good written and oral communication, problem-solving and analytical skills Personal qualities • Friendly, outgoing disposition • Adaptable to change and capable of learning new skills & requirements • Self-motivated, proactive with a “can-do attitude” Desired qualifications • To be considered for this role, you ideally will hold a C/4 grade in both GCSE or equivalents in maths & English, and in three or four other subjects at least • BTEC or A Level or equivalents in ICT or at least experience with the workings of computers and IT would be a bonus Future prospects After the apprenticeship: Over 90% of our Apprentices move on to permanent full-time employment in the tech industry. There are also opportunities to extend your training with a higher-level Apprenticeship programme.

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