It First Line Support Apprentice
Nviron Ltd · North West · WA7 3GH
About the role
First-Line Service Desk Engineer 🚀
Nviron isn't just another IT company; we're building an invisible one – the kind of tech that just *works* so businesses don't have to think about it. And it all starts with our Service Desk. If you're ready to become a master of making tech disappear (in the best way possible!), we want to hear from you. 🤝
When businesses trust Nviron with their technology, they're not buying hours; they're handing over their worries. Our First-Line Service Desk Engineer is the face of that trust. When things go sideways, or a question pops up, you're the reason our customers can keep their focus on *their* business, not ours. This is more than just "first-line support" – it's about being the reassuring, capable human at the forefront.
What you'll be doing day-to-day:
- Being the first point of contact – making sure every customer interaction is a win. ✅
- Answering, diagnosing, and fixing issues the first time around. 🔧
- Owning every incident, seeing it through from start to finish, or handing it off smoothly when needed. No bouncing customers around! 🤸
- Proactively responding to alerts from our monitoring and backup systems, often before the customer even notices a hiccup. 💡
- Upholding our service level commitments – it's a promise to our clients, not just a target. 💯
What we're looking for:
We value character above all else. We need people who are:
- Honest and direct, delivering tough news with warmth but without sugarcoating.
- Genuinely great with people, especially under pressure.
- Willing to say "I don't know yet, but I'll find out" instead of bluffing.
- Someone who takes it personally when a customer is let down. 😤
On top of that:
- A burning desire to learn and grow. This is an entry point, not a dead end. We offer real, funded progression into specialist roles. 🌱
- A solid understanding of the fundamentals: Windows, desktops, servers, networks, and Microsoft 365. You don't need to be an expert, but you need to know how it all connects and how to find the answers. 🧠
- Clear, concise communication – both written and spoken. We translate tech-speak into language everyone can understand. 🗣️
- Comfort in a structured service environment. Familiarity with ITIL is a plus, but we'll teach you our way. 📚
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).
- You must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject.
Working Hours: 37.5 hours per week. ⏰
What's in it for you?
We invest in our people because you're the bedrock of our success.
- Competitive, experience-based salary. 💰
- Fully funded training and certifications. We pay for you to level up! 🎓
- A modern laptop and remote work setup. 💻
- Free on-site parking and a vibrant office atmosphere. 🏢
- Access to Perkbox, and after probation, private healthcare and a pension. 🏥
- Amazing future prospects: 90% of QA apprentices secure permanent roles post-apprenticeship – way above the national average! ✨
Ready to make tech truly invisible? Apply now! 👇
Key responsibilities
- Provide initial customer contact and ensure a positive experience.
- Diagnose and resolve technical issues efficiently.
- Manage incidents from start to finish, escalating as required.
- Monitor systems proactively and take corrective action.
- Adhere to service level agreements and commitments.