First Line IT Support Apprentice

We are a dynamic, rapidly growing company with 20 years’ experience as a leading software provider, in the UK and internationally.  

We excel in the delivery of high quality, customisable asset management software to support organisations' key aims and objectives. 

Dedicated to our core values of Customer, Communication and Collaboration - we work as a team to drive our company forward by providing the best product experience for our customers.

Overview:

We are now looking for an eager candidate to join us as an apprentice. 

You will have the opportunity to gain valuable skills, knowledge and experience as you complete an IT systems and networking - Cloud Network Specialist - Level 3 Apprenticeship. 

Main role / Responsibilities [will include but not be limited to

• Verify/duplicate the exact problem 
• Raise a bug fix form with detailed information about the issue. Include process flows, decision/action outputs and specify any rules required to help Developers code a solution 
• Liaise with customer and second line support to resolve issues on the phone, MS Teams, Freshdesk Portal and e-mail 
• Update help material to reflect the change and upload to our online Customer Support site 
• Set up new user account access to the Support Site. Action licences and set-up new users 
• Must be able to adhere to strict SLA response times and prioritise workload accordingly 
• Produce procedural documentation, diagrams and written instructions for repeated support calls to enable customers to help themselves using our Support website 
• Create and update training manuals 
• Help with documentation used across the company and help with project documentation 

What we are looking for: 

Desirable skills: 

• Strong verbal communication skills and enjoys interacting with customers 
• Methodical, step-by-step approach to investigating and resolving issues 
• Excellent document skills with good spelling/grammar 
• Proficient with IT including MS Office, image and video editing 
• Ability to quickly learn new skills and good at problem solving 

Personal qualities: 

• Motivated and versatile 
• Team player who enjoys working in a dynamic, fast paced office
• Ability to multi-task, prioritise and keep a calm head 

Entry requirements:

• 3 GCSE's (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 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. 

Company perks:

• Annual pay review
• Annual bonus (discretionary)
• Wellbeing support
• Social club

Future prospects: 

Upon successful completion of the apprenticeship there is a strong possibility you will gain full-time employment