IT Engineer Apprentice

Employer description:

Everything Tech are an award-winning Managed IT Service Provider. They help companies of all sizes do amazing things with technology. They support over 4500 users across nearly every industry all over the country and are a Microsoft Gold Partner specialising in Microsoft’s Modern Workplace shift in transforming businesses IT. 

Based in the heart of Manchester City Centre, the company are in some of the trendiest and modern offices in Manchester. You will have the opportunity to gain valuable skills, knowledge and experience as you complete an IT apprenticeship supported by a friendly and approachable team and you will be mentored throughout your apprenticeship journey by the companies former and current apprentices.

Overview:

To act as the first point of contact on IT Support for all customers. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set company service level agreements. To be a proactive member of the Service Desk Team and ensure adherence to all set Service Desk processes and standards.

Responsibilities: 

• To provide a professional and personal first point of contact to customers for their IT support queries.
• Provide a 1st line IT support through numerous channels of communication including email, telephone, internal requests and automated alerts.
• Troubleshooting issues and logging them in the company ticket system.
• To ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask.
• Ensure the in-house operating systems are fully maintained in an accurate manner on all work received, updated or completed.
• Escalate relevant and more complex work to the 2nd line Helpdesk Technicians. 
• Undertake simple maintenance tasks for monitored systems.
• To proactively contact and chase customers until a resolution has been achieved or the issue is escalated.
• Prepare customer hardware ready for use such as building/configuring customer pcs, servers or printers.
• Installing software and building computers for customers.
• Take on ad hoc project work as directed by the IT Helpdesk Manager.

Desirable skills:

• A strong personal interest in IT and computing.
• Hands on experience in general computing and IT services.
• Previous experience in a customer facing role.
• General understanding of PCs, servers, email, telephony, and Backup.
• Experience with Windows, Microsoft Office, Microsoft Teams and Microsoft 365.
• Good technical knowledge.
• Excellent customer service and communication skills.

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.

Working hours:

40 hours per week, Monday to Friday, 8am - 5pm or 9am - 6pm.

Benefits:

• Pension. 
• Private medical on completion of probation period.
• 25 days annual leave.
• Employee of the quarter prize £500.
• Employee of the year prize TBD.
• Free snacks and drinks.
• Retail, entertainment and gym discounts.
• Bike to work.
• Season ticket loans.

Future prospects: 

On successful completion of your apprenticeship, the company aim to offer you a full time Helpdesk Technician role with salary increase and a clear career progression and training plan to progress you over the years into expert areas and/or management level IT. 

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 

Interested? Apply now!