It Apprentice

About the role

IT Support Apprentice 🚀

About Us:

Total Group International is a top-tier IT Support provider. We offer awesome, reliable support plans to businesses, taking the stress out of IT so they can crush their core business goals. 💯

The Role:

Get ready to be a hero! You'll provide amazing remote and onsite support to Total Group's clients, making sure we hit all our service goals. 🎯

What You'll Be Doing:

• Hardware Heroics: Installing and supporting PCs, servers, networking gear, firewalls, Wi-Fi, and disaster recovery systems. 💻🔌
• Software Sorcery: Supporting and installing Windows 10/11, Active Directory, Windows Server, Microsoft 365 (admin & migrations), AWS, and Virtualisation (Hyper V/VMware). 🗄️☁️
• Change Champion: Handling customer change requests smoothly, following all processes and SLAs.
• Ticket Tamer: Progressing and actioning assigned tickets, keeping everything documented in our PSA tool. 📝
• Problem Solver: Escalating tickets to 2nd/3rd Line support when needed.
• Knowledge Keeper: Updating and creating documentation for our Knowledge Management system. 🧠

Skills You'll Need:

• ITIL knowledge (don't worry, we can help you learn!)
• Solid understanding of hardware, software, networks, and infrastructure.
• Experience with Office 365 support and administration.
• Proficiency in Microsoft Windows 10/11 support and administration.
• Proven experience in a customer-facing 1st/2nd line role, ideally for an MSP.
• Bonus Points: Technical certifications (Microsoft / Cisco / AWS / CompTIA) are a plus! 🏅
• Must-Have: A clean driving licence and your own car (essential for getting around!). 🚗

Nice-to-Haves (but not essential!):

• ITIL v4 Foundation
• Familiarity with Connectwise/IT Glue/Continuum/Brightguage
• Watchguard Firewalls
• DUO MFA
• Acronis

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 Note: You shouldn't already have a qualification at the same or a higher level in a similar subject.
• Don't have the exact qualifications? If you have a mix of experience and other qualifications that show you're ready, we can still consider you!
• Got international qualifications? You'll need official proof of how they compare to UK qualifications. Check out the UK ENIC website for more info.

Working Hours:

9am - 5pm (Monday to Friday) ⏰

What's In It For You?

• Holidays: 25 days plus your birthday off! 🎉
• Social Scene: Awesome company events – summer BBQs, Christmas parties, and more! 🥳
• Future Security: Company pension plan. 💰
• Convenience: On-site parking & FREE EV charging. ⚡
• Treats: Monthly "Friday Feast" take-away with the team. 🍕

Your Future:

90% of QA apprentices land permanent jobs after their apprenticeship – that's 20% higher than the national average! 🚀

About QA:

Our apprenticeships are the best way to level up your skills, earn while you learn, and kickstart an amazing career. With over 50,000 successful graduates, we're a top training provider dedicated to your success. ✨

Ready to join the team? Apply now! 👇

Key responsibilities

• Providing hardware support and installations.
• Providing software support and installations.
• Completing customer change requests in line with agreed change management process and SLA’s.
• Progressing and actioning all assigned tickets, ensuring actions are fully documented in PSA tool.
• Escalating tickets where necessary and updating/creating Knowledge Management documentation.

Skills