It Support Apprentice

You will demonstrate a passion for the highest levels of customer service, using your IT skills to care for the customer from their first question through to resolving their ticket or completing their project. You will deal efficiently with customers, suppliers and colleagues to ensure projects, troubleshooting, service and support are available and communicated at every stage. You will work with a tight-knit team assisting with a speedy, cheerful, and helpful attitude on a busy helpdesk.
Responsibilities
They are seeking a highly motivated, self-sufficient, and technically minded IT Technical Apprentice to join their growing team, providing 1st line IT support as part of the Service Desk Team.
As part of the Service Desk Team, you will be providing IT support directly to their managed service clients across the UK. This role requires a key focus on customer care and getting the job done well.
You will learn
Act as the first point of contact for customers seeking technical assistance over the phone, email or chat
Qualifying, assigning and documenting the problems raised by customers into service tickets;
Responsible for handling service requests which relate to all technology including; Microsoft 365, workstations, servers, printers, networks, and vendor-specific hardware and software
Provide remote and telephone support for client networks and applications.
Person Specification (desirable)
Knowledge of Windows Desktop Support and Microsoft Office 365 management and administration (desirable)
You will have demonstrable experience of working with the following technologies:
Microsoft 365 Administration & support. This should include the ability to troubleshoot basic problems and perform basic changes
General IT Administration and Support of both Desktop and Servers across Windows, Mac OSX & Mobile operating systems
LAN, Wireless Networking Skills
Essential Skills / Experience:
Excellent organisation and prioritisation skills that can adapt to changing priorities
Astute problems solving skills - with the ability to analyse data to reach conclusions
A confident telephone manner and excellent written and verbal communication skills
Well organised and methodical approach to work - most importantly seeing tasks and projects through to completion
Ability to remain calm under pressure during challenging times
Ability to develop and maintain strong customer relationships
Exceptional customer service skills including experience of dealing with diverse customer groups.
Ability to take a problem outside of your knowledge and aim to resolve or draw on resource to ensure resolution
Information Communications Technician Training
During this advanced apprenticeship, you will learn a vast range of knowledge, skills and behaviours, covering topics such as:
Data Security
Hardware & Software
Computer Networking and so much more.
You will undertake the ground-breaking Professional Apprenticeships Information Communications Technician Level 3 qualification. Professional Apprenticeships are an Ofsted Outstanding rated training provider and hold the title of Bristol and Bath Apprenticeship Training Provider of the Year for 2021.
The programme is designed to mould you into a high-level, all-rounded technician. You will learn in detail about:
Cloud & Mobile Technologies
Technical Problem Solving
Advanced-Data Security
Computer Networks
IT Communication & much more.
These modules are designed to jump-start your career and make you stand out in an increasingly competitive field, boosting your future earning potential.
Progression
Ongoing personal development & training is at the core of the businesses ethos. They believe that when team members are developing their skills, the customers also reap the benefits.
Most IT companies follow a traditional support service, where if one person can't resolve the issue, it is passed onto the next person. All of this company's team members have the opportunity & support to be able to resolve the issues themselves & learn, rather than just escalating. This encourages personal development.
Culture & Benefits
As a company that encourages and builds on a great work/life balance, this company have a strong set of core values and work ethic to help a positive work environment.
Relaxed, environment, where they value pushing their analysts forward
Career development and training plans for all team members
Job Types: Full-time, Apprenticeship
Salary: £12,000.00 per year
Benefits:
Company events
Schedule:
Monday to Friday
Education:
GCSE or equivalent (required)
Work Location: In person