Technical Support Apprentice

Are you passionate about IT and eager to start your tech career? We’re looking for a enthusiastic Technical Support Apprentice to join our Technical Services team. This role is suited to someone with a keen interest in computers and networks, looking to develop their technical knowledge and gain valuable experience working as part of a team,

The role is primarily desk based (office based in Welwyn Garden). Some travel to customer sites for installs/fault resolution is required. Your own car and driving licence are required for this position. The apprentice’s primary role is to provide excellent customer service and support to customers, by using tools or systems to problem solve and trouble-shoot routine and non-routine technical problems. Required to monitor and maintain systems and/or platforms to maximise productivity and user experience. The Apprentice will have the opportunity to develop a technical understand of a wide range of products and services to include IT Services, Calls and Lines, Connectivity, Business Mobiles and CCTV systems. 

• Answering the telephone, responding to emails and updating requests.
• Ensuring commitment to core values, working in line with ‘best practice’ ensuring compliance to relevant policies.
• To maintain confidentiality and discretion.
• Provide first line analysis of all IT issues and ensure that SLA’s are met.
• Keep customers informed of the status and progress of tasks and update tickets.
• Ensure the customer is satisfied with the final resolution by placing a confirmation call.
• Attend team and customer incident meetings and conference calls.
• Complete other service-related tasks as required by your manager.
• Attend all learning events and complete all apprenticeship assignments to a good standard, and on-time.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Number skills
• Analytical skills
• Logical
• Team working
• Initiative
• Non judgemental
• Patience
• Keen Interest in Technology
• Strong general IT skills
• Full Driving License and Car

• English GCSE, grade C - 4 or above (Essential)
• Math's GCSE, grade C - 4 or above (Essential)