Managed Services Application Engineer Apprentice

Birmingham, England, United Kingdom

1/7/2025

Roboyo is not a typical technology consultancy. We have been at the forefront of Business Process Automation since the sector began, less than a decade ago.

We started as pioneers. Today, we are the world’s largest specialist Intelligent Automation company and remain at the cutting edge. Our growth, success, and contribution to the success of our clients are a result of one thing – our people.

We are united by our purpose, to take what’s possible to the next level – for our clients, our business, and for each other.

At Roboyo, you will experience a fun and innovative work environment with a dynamic and ambitious team passionate about technology and automation.

We are looking for a motivated and detail-oriented Managed Services Application Engineer Apprentice to join our team. This role is an excellent opportunity to kick-start your career in IT while delivering top-notch service to our clients. As an apprentice, you will engage in specialized training such as low-code applications within the Roboyo tech stack. After completing the foundational learning phase, you will continue enhancing your skills with full support from our team, including opportunities to earn industry-relevant certifications.

This apprenticeship is designed to provide a solid foundation for a career in IT, with clear progression paths and an emphasis on customer-centric service delivery. Join us and begin your journey toward an exciting and rewarding career in technology.

Within this role, your responsibilities and tasks will include:

Incident and Request Management:

• Promptly respond to and take ownership of new service requests, providing initial responses to assure clients their issues are being addressed.
• Diagnose and resolve requests efficiently or escalate them for diagnosis when necessary.
• Continuously monitor ticket dashboards to ensure SLA adherence and escalate at-risk tickets to prevent threshold breaches.
  
  

Change Management:

• Collaborate with clients to gather requirements and translate them into actionable specifications.
• Implement enhancements, support testing, and assist with deployment activities.
• Follow the software development lifecycle, best practices and procedures.
  
  

Proactive System Monitoring:

• Regularly check client monitoring systems to ensure functionality and identify potential issues before alerts occur.
• Log into client systems to ensure accounts remain active and up to date.
  
  

SLA and KPI Compliance:

• Ensure all service and SLA commitments are met, measured by SLA conformance, CSAT, and NPS scores.
• Frequently review SLA performance, escalate issues nearing thresholds, and collaborate with the Service Delivery Management team to resolve them.
  
  

Administrative Accountability:

• Ensuring proper management of internal procedures and maintaining client information.
  
  

Experience and skills you’ll need to do what you love at Roboyo: 

You need a minimum of GCSE Grade C/4 or equivalent in the following subjects:

• Mathematics
• English
  
  

As a Degree Apprentice Software Engineer, you’ll study for a Level 6 Digital & Technology Solutions Professional apprenticeship. This is an apprenticeship degree course and on successful completion, you’ll receive a degree from one of our university partners (completion is required to retain the role).

All applicants will need a full UK Right to Work for the duration (4 years) of their scheme or you will not be able to apply.

Benefits

• An exciting work environment where you are valued
• Recognition for individual and team success
• An attractive compensation package
• 30 days vacation
• 20% for academic studies as part of the university apprenticeship
• Private health insurance BUPA
• On call allowance and overtime for out of hours support
• Pension Standard Life
• Individual development plan with career coaching
  
  

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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