It Support Engineer Apprentice

About the role

IT Apprentice 🚀

Ready to dive into the world of tech and level up your career? We're on the hunt for an IT Apprentice who's genuinely passionate about all things IT. If you're a self-starter who loves tinkering with the latest tech and gets a thrill from solving problems, this is your chance! 😎 You’re someone who thrives in a fast-paced environment, understands the importance of amazing client service, and believes technology can seriously make the world a better place. 🌍

We’re looking for you to bring a strong work ethic and a burning desire to learn and grow. This is a broad role for someone with a technical and analytical mindset, working with complex services. Your communication skills will be key, as you’ll be translating tech jargon into plain English for our clients. 🗣️

We’ve got awesome internal training and mentorship programs designed to fuel your success. You'll be guided by experienced IT pros, with no ceiling on how much you can learn and master in cutting-edge IT. The more you put in, the more you’ll get to explore! 💡

WHAT YOU'LL BE LEARNING & DOING:

• Becoming an expert in Microsoft 365 and Office Suite. 💻
• Providing first-line analysis for all IT issues and hitting those SLAs. 🎯
• Handling phone and email queries, and keeping requests updated. 📧
• Keeping clients in the loop on task status and progress, and updating tickets. 📲
• Making sure clients are happy with resolutions via confirmation calls. ✅
• Assisting with Windows and MAC hardware installations and configurations. 🛠️
• Teaming up with engineers to deliver top-tier technical support, logging everything in our ITSM solution. ✍️
• Performing admin tasks like user account creation. 👤
• Attending team and client incident meetings and conference calls. 🤝
• Tackling other service-related tasks as needed.
• Helping out by creating and maintaining helpful documentation (think tech fixes and quick guides). 📚
• Slaying all learning events and apprenticeship assignments on time and to a high standard. 💯

WHAT YOU NEED TO BRING:

• Superb verbal and written communication & interpersonal skills. 🌟
• Solid general IT skills and a major interest in technology. 🤓
• Ability to stay calm under pressure and meet tight deadlines while juggling tasks. ⚖️
• Reliable, disciplined, and a team player, but also comfortable working solo. 👍
• A positive, enthusiastic, committed, and flexible attitude towards work, your colleagues, and our customers. 😊
• A passion for delivering killer customer service. ❤️
• Driven to grow, eager to learn, and ready to boost your IT skills and expertise. 💪

NICE TO HAVE:

• Familiarity with IT systems and equipment (learned through your own tech adventures!). 🎮
• Working knowledge of Office 365, Outlook, OneDrive, and Teams.
• Any IT/Technical Qualifications or Certificates.

Key responsibilities

• Provide first line analysis of all IT issues and ensure that SLAs are met.
• Answer telephone and email queries, and update requests.
• Keep customers informed of the status and progress of tasks and update tickets.
• Assist with Windows and MAC hardware installations and configurations.
• Work alongside other engineers to deliver top tier technical support, ensuring all steps and information is logged in our ITSM solution.

Entry requirements

GCSE in: (English (grade Grade A - C (4 or above)), IT (grade Grade C (4) or above), Maths (grade Grade C (4) or above))