Overview

i2 Group offer a suite of intelligence analysis tools designed to help organizations extract actionable intelligence from large volumes of data. The software is commonly used in law enforcement, defence, national security, and corporate sectors for tasks such as criminal investigations, fraud detection, and threat analysis.

Apprentify are hiring on behalf of our client.

The Software Support Desk Engineer is responsible for providing technical assistance and support to end-users related to i2 software applications, resolving technical issues, and ensuring optimal performance of i2 software.

This role involves direct interaction with customers, diagnosing and troubleshooting software problems, and collaborating with development teams to enhance software functionality across enterprise systems.

 

Key Responsibilities:

Technical Support:

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Diagnose and troubleshoot software issues reported by end-users.
• Provide step-by-step technical assistance to resolve application problems.

Issue Resolution:

• Identify, document, and resolve software bugs and issues.
• Escalate complex issues to higher-level support or development teams when necessary.
• Follow up with customers to ensure issues are fully resolved.

Customer Service:

• Maintain an elevated level of customer satisfaction through courteous and efficient handling of support requests.
• Provide regular updates to customers regarding the status of their support tickets.
• Conduct follow-up communications to ensure customer issues are satisfactorily resolved.

Documentation:

• Document support requests, troubleshooting steps, and resolutions in the ticketing system.
• Create and update knowledge base articles and technical documentation for internal and external use.
• Maintain accurate records of customer interactions and support activities.

Collaboration:

• Work closely with development, QA (Quality Assurance), and product teams to provide feedback on recurring issues and suggest improvements.
• Participate in team meetings and training sessions to stay updated on new features, tools, and best practices.

Continuous Improvement:

• Identify trends in support requests and recommend solutions to improve software performance and user experience.
• Stay current with the latest industry trends, software updates, and support best practices.

 

Other duties are assigned:

Soft skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Patience and a positive attitude when dealing with challenging customer situations.

Entry requirements

Unviersity Degree in Computer Science or Related field.

Strong communication skills - Highly collaborative role providing technical support to clients.

Skills requirements

Communication skills, IT skills, Attention to detail, Customer care skills, Problem solving skills,

Training to be provided

You will be enrolled onto Apprentify's groundbreaking Network Engineer Level 4 Apprenticeship.

Network Engineers are indispensable in maintaining the functionality and reliability of computer networks across diverse sectors and organizational scales. From small businesses to large enterprises, they play a pivotal role in ensuring seamless network operations. Their tasks range from installing and configuring networks to troubleshooting issues, all while adapting to evolving technologies such as 5G and Cloud computing.

These professionals are adept at swiftly resolving hardware and software issues, minimizing disruptions and downtime. Their focus extends beyond technical proficiency to include meeting organizational requirements and compliance standards. Effective communication with stakeholders is paramount, as Network Engineers collaborate with management, team members, clients, and suppliers to deliver reliable network services.

Whether working in-office or on-site, Network Engineers demonstrate versatility and teamwork within organizational structures. Their efforts contribute significantly to the smooth functioning of network services, enhancing operational efficiency and reliability across various business environments.

 

Our Level 4 Network Engineer Apprenticeship Covers:

• Installing, configuring and testing network components
• Analysing network performance
• Upgrading networks
• Delivering and managing high quality services

Things to consider

Hybrid Role - Main office based in Cambridge, UK. Requires occasional on-call weekend support.

Future Prospects

Potential of a full-time role upon completion of the training.