IT Support Technician Apprentice

About Us:

We are a small, agile IT team dedicated to delivering full, comprehensive support to our clients. We provide an online Document Management System hosted on AWS, ensuring secure and efficient data management. Our support services range from resolving end-users' issues and addressing IT departments' technical requests to assisting Project Managers with system configuration changes and fulfilling Managers' reporting & information requests. We are looking to expand our team with someone who can be a reliable first point of contact for all our clients.

Key Duties (includes but not limited to):

• Provide friendly first point of contact and instil confidence in our clients that, whatever there request, it will be handled quickly and efficiently.
• Perform an initial evaluation of the enquiry. You will need to investigate the reported issue using: Remote access tools for hardware, software or networking issues within our clients’ environments. Audit trails and system logs. Test rigs and test accounts.
• Communicate with clients to gather information, ensure request authorisation per security policies, and collaborate with IT departments, software providers, and hardware partners to find resolutions.
• Escalate enquiries to the relevant IT colleague for guidance or resolution. Document enquiries in the ticketing system, including the resolution path and relevant escalation details.
• Develop our ticketing system (HubSpot) to take advantage of its functionality to increase functionality.
• Work with our service department to provide them information via RDP to clients’ networks.
• Identify opportunities where we could enhance our service by providing self help information via various media (documentation, video or online).
• Maintain clear communication with account managers, management, and other teams - ensuring all parties are kept informed of progress, equipment rollouts, and overall developments. 

 Essential Skills:

• Clear and confident communicator, both verbally and in writing.
• The ability to empathise with users who have limited IT skills to provide friendly help.
• Ability to manage multiple tasks with challenging deadlines.
• Strong focus on customer support, customer service and service delivery.
• Familiarity with Microsoft Windows and a keen interest in IT.
• A Can-Do attitude, as a small company you will need to be flexible and pitch in where required.

Desirable Skills:

• The ability to learn from your experiences and take steps to ensure that issues are prevented from repeating.
• Confidence to take responsibility, challenge processes when necessary, and drive improvements.

Entry Requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

For more information please visit the UK ENIC website. 

Benefits/perks:

• Salary in the range of £16,000 to £20,000 per year
• 20 days annual leave
• There is onsite parking available
• Our office has a communal kitchen with free tea and coffee provided.
• Adjusting working hours or Work from Home days can be arranged on an ad-hoc basis.