It Service Desk Support Level 3 Apprenticeship - Metcloud

About the role

🚀 Launch Your IT Support Career with METCLOUD! 🚀

Ready to dive into the exciting world of IT? 💻 We're looking for motivated individuals to kickstart their career in IT Support with METCLOUD. This is your chance to gain hands-on experience, tackle real-world tech challenges, and grow within a dynamic company.

What You'll Be Doing:

• Become an IT Hero: Provide essential 1st and 2nd line support to our diverse clients, troubleshooting and resolving their IT infrastructure issues. 🦸‍♀️🦸‍♂️
• Problem Solver Extraordinaire: Offer insights and propose smart solutions to any IT hurdles that come your way. 🤔
• Project Powerhouse: Get involved in a variety of cool projects, including system upgrades, data migrations, and new technology implementations. 🛠️
• Learn from the Best: You'll be seconded to an IT business in Redditch, working alongside experienced engineers and leaders, while undertaking a fantastic apprenticeship training program with QA. 🎓
• Big Impact, Small Team: As a small company, you'll get closer access to decision-makers and have the opportunity to take on a wider range of responsibilities and gain valuable visibility within the business. ✨
• Microsoft Masters: We focus on Microsoft technologies, and we'll often support you in earning valuable Microsoft certifications. 🏆

Your Responsibilities Will Include:

• Helping users with technical issues and supporting applications. 🙋‍♀️🙋‍♂️
• Monitoring systems and responding to alerts. 🚨
• Proactively maintaining systems and ensuring we meet our Service Level Agreements (SLAs). ✅
• Managing support requests via email and phone, from initial contact to full resolution. 📞
• Logging all support calls accurately. ✍️
• Providing 1st and 2nd line support for assigned issues.
• Escalating complex problems when needed to the right people. 🤝
• Investigating, diagnosing, and troubleshooting hardware, software, and network issues. 🔍
• Documenting support calls and maintaining professional records like RFCs and Tech Docs. 📄
• Carrying out any necessary on-site support. 📍
• Delivering excellent customer service by understanding client needs and communicating clearly. 🗣️

Skills That Will Make You Shine:

• A friendly, approachable, and positive attitude. 😄
• Patience and empathy when helping others. 🤗
• A focus on creating a great user experience. 👍
• Strong logical thinking and problem-solving abilities. 🧠
• The ability to follow step-by-step processes.
• A genuine willingness to learn and discover new solutions. 🌱

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).
• Important: You should not hold an existing qualification at the same or a higher level in a similar subject to this apprenticeship.
• We may consider your combination of qualifications and experience if they demonstrate the required foundation for the program.
• If you have international qualifications, you'll need an official document comparing them to UK qualifications.

Working Hours:

• Monday to Friday, 9:00 AM - 5:30 PM. ⏰

Benefits You'll Love:

• Private healthcare after 1 year of service. 🩺
• Death in Service benefit after a 3-month probation period. 🛡️
• Awesome social gatherings like go-karting and ten-pin bowling! 🏎️🎳
• Exposure to cutting-edge fields: cloud computing, IT support, cybersecurity, infrastructure, and Microsoft technologies. ☁️🔒
• Fantastic career progression opportunities. 📈

Future Prospects:

• Guaranteed Job! Upon successfully completing your apprenticeship and qualifying, you'll have a job offer with us. Many of our apprentices move into exciting roles like:
• IT Support Engineer
• Cloud Engineer
• Infrastructure Engineer
• Cyber Security Analyst
• Technical Consultant

Ready to Apply?

Click the apply button to learn more and submit your application! Please note that applications may close early, so don't delay – apply today to avoid disappointment! 🏃‍♀️🏃‍♂️

Key responsibilities

• Provide 1st and 2nd line support to customers for technical issues.
• Monitor and proactively maintain systems and services, ensuring SLAs are met.
• Investigate, diagnose, and troubleshoot a wide variety of IT problems.
• Log support calls and maintain professional documentation and records.
• Escalate incidents to third parties or external resources as required.

Skills