Digital Service Engineer Apprentice

Morro Partnerships is seeking an enthusiastic and motivated individual to join their team as a Digital Service Engineer Apprentice.

As a Digital Service Engineer based in our West Midlands office, you will be the first point of contact for customers and clients, supporting them through a wide range of digital channels. You will help them access services, coach them on using digital systems, and diagnose and resolve problems they encounter with digital tools and platforms. This is a hands-on, customer-facing role that sits at the heart of our digital service delivery.

A typical day in the job:

• Customer Support: Act as the first point of contact for clients, providing prompt and effective support through digital channels, telephone and face to face.
• Diagnosing & Resolving Issues: Determine the root cause of technical problems and take appropriate action to resolve them, advising on related hardware and software where needed.
• Coaching & Guiding Users: Support and coach users in their use of digital systems, explaining technical concepts clearly in plain language suited to the audience.
• Configuring Devices & Systems: Configure a range of digital devices and systems to meet individual user needs.
• Managing Support Requests: Log, track and prioritise incoming support requests, ensuring issues are resolved in a timely manner and escalating where appropriate.
• CRM & Record Keeping: Use and maintain ITSM tools to manage service delivery, document actions and maintain a clear audit trail.
• Data Security & Compliance: Handle customer data securely, applying relevant policies and complying with data protection legislation including GDPR.

• Communication skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Logical
• Team working
• Initiative
• Interest in digital technology

• English GCSE, grade 4/C (Desired)
• Maths GCSE, grade 4/C (Desired)