IT 1st Line Support Apprentice

About Leap IT:

We are empowering businesses with cutting-edge technology and expert support. From managed services to cybersecurity, we've got your IT needs covered.

Responsibilities:

• Take all incoming support calls (Support Queue), 3CX will ring agents with the lowest call count first to ensure call answering is balanced
• Log tickets for each call and record all time spent on issues within the ticket (ensure the correct contract is selected for each ticket)
• Provide daily updates to clients on any issues raised that are not fixed on first contact (unless otherwise agreed with the client)
• Monitor your Task Board daily
• Escalate to Second Line when necessary
• Attend weekly helpdesk meeting

Required skills:

• Windows Server inc. Hyper V, AD, DHCP, DNS
• Strong PC experience Windows/OSX
• Router/Switch/Firewall Configuration
• Good hardware knowledge
• Excellent IP and TCP/IP knowledge preferably to Network+/CompTIA
• Excellent and patient telephone manner
• Excellent troubleshooting technique

Entry requirements:

• 3 GCSEs (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.

Working hours: 40 hours per week

Benefits:

• 33 days holiday (including bank holidays)
• 24/7 counselling support and financial advice helpline
• Work from home – hybrid
• Free fruit, coffee, tea and snacks
• Company socials

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

About QA:

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

Interested? Apply now!

Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.