IT Support Technician Apprentice (L3) - Comms UK - Dorset, BH21 6SX

In this role, you'll be the first point of contact for our managed service customers, helping to resolve technical issues and ensuring a smooth and supportive experience. Your responsibilities will include logging and managing support tickets, handling follow-ups and escalations, and delivering remote and telephone-based support for client infrastructure and end users. 
 
We’re looking for someone who enjoys solving problems, communicates clearly and confidently, and takes pride in providing helpful, timely support. A logical and thoughtful approach to troubleshooting and customer service is essential, along with a genuine enthusiasm for technology and teamwork. 
 
If you're someone who enjoys helping others and wants to grow in a supportive, inclusive environment, we’d love to hear from you! 

Key responsibilities: 

• Provide 1st Line diagnosis and resolution, maintaining a high level of 1st time fixes
• Respond appropriately to technical issues raised, through resolution or escalation
• Prioritisation and management of workload to ensure contractual SLAs are met
• Act as the first point of contact for technical issues raised
• Log all service tickets received via telephone, email and service portal then handle accordingly throughout the stages of the ticket
• Provide efficient customer service to a vast client base
• Work in accordance with company values, policies, procedures and standards.
• Building and maintaining strong relationships with customers through the support you deliver
• Maintain concise and clear documentation via ticketing system and knowledge base  
   
  Essential skills, characteristics and experience 
  You’ll thrive in this role if you: 
• Are motivated and enjoy working in a fast-paced support environment
• Have a positive, solutions-focused mindset and a commitment to excellent service
• Feel confident diagnosing and resolving technical issues
• Can work independently but also value collaboration and shared success
• Take pride in ensuring our customers feel supported and informed every step of the way
• Can demonstrate an interest in IT, software and hardware
• Hold a valid UK driving license and have access to your own vehicle  

• Communication skills
• Customer care skills
• Problem solving skills
• Team working
• Initiative
• Microsoft 365
• MAC OS Support
• Wifi Solutions
• Hardware & Software Knowledge
• LAN/WAN
• Motivated
• Work in a Fast-Paced Setting
• Positive Mindset
• Confident
• Able to Drive

• English GCSE, grade 4 (C) (Essential)
• Maths GCSE, grade 4 (C) (Essential)
• Computer Science/IT GCSE, grade 4 (C) (Desired)
• Computer Science/IT A Level, grade C (Desired)
• Computer Science/IT BTEC, grade Pass (Desired)