First Line Technical Support Apprentice - QA : Job Details

Employer description: We are a small but dynamic Managed Service Provider (MSP) offering IT support to a variety of clients across multiple sectors. We pride ourselves on delivering excellent customer service and innovative solutions to help our clients succeed. 

Overview: As part of our growth, we are looking for an Apprentice 1st Line Technical Support Technician to join our busy team.

As an Apprentice 1st Line Technical Support Technician, you will be the first point of contact for our clients’ IT-related issues. Working in a fast-paced environment, you will provide day-to-day technical support to our customers, ensuring that all IT systems are running smoothly and efficiently. This role offers excellent learning opportunities to develop your skills and progress in your IT career.

Key Responsibilities: 

• Provide first-line technical support to clients via phone, email, and helpdesk ticketing system
• Diagnose and troubleshoot basic IT issues, escalating more complex problems to 2nd or 3rd line support as necessary
• Support users with hardware, software, and network problems, VoIP related queries and problems
• Assist in managing and maintaining user accounts, passwords, and permissions
• Perform basic setup and configuration of computers, printers, and other peripherals and Install and configure software, ensuring licensing compliance
• Maintain accurate and up-to-date documentation of incidents and resolutions in the helpdesk system
• Maintain and create internal documentation and customer knowledge-base documentation
• Provide excellent customer service, ensuring client satisfaction

What we are looking for: Required Skills:

• A passion for IT and technology
• Basic understanding of IT systems, networks, and troubleshooting techniques
• Strong communication skills, both written and verbal
• Ability to work well in a team and independently
• A logical and methodical approach to problem-solving
• Willingness to learn and take on new challenges

Desirable: Experience or knowledge of Windows operating systems, Office 365, or Active Directory.

Personal Attributes: 

• Good interpersonal skills, with the ability to build relationships with clients and team members
• Self-motivated with a desire to grow and progress in the IT field

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 is 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. 

For more information, please visit the UK ENIC website. 

You will: 

• Follow procedures to ensure consistent and quality support delivery
• Learn and work with a variety of MSP tools and systems, such as remote monitoring and management (RMM) tools, ticketing systems, and Office 365

What We Offer:

• Comprehensive on-the-job training, including shadowing more experienced team members and attending technical workshops
• Support with IT-related qualifications
• A friendly and supportive work environment with opportunities for career growth
• Exposure to a wide range of IT systems and real-world technical issues
• The opportunity to work with a variety of clients from different industries

Future prospects:90% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 

Important information: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. Apply now!