Support Desk Technician Apprentice (Renaissance Computer Services)

The Support Desk Technician (Apprentice) is the first point of contact for end users experiencing technical difficulties. Strong and confident communication skills are therefore of the utmost importance.

Your role involves diagnosing and resolving issues related to hardware, software, and other computer systems, in a predominantly Microsoft Windows-based client base. 

You’ll set up new computers, printers, and user accounts, and provide ad-hoc user training, based on best-practise and security-focussed methodologies. You’ll also assist with account management, providing senior Renaissance staff with feedback from end users and detail of common, reoccurring, or evolving technological or customer service-related issues.

Under appropriate supervision, you may be required to attend our clients’ offices and transport computer equipment on occasion, providing cover for on-site support and/or installation services where geographically appropriate.

There is strong potential for a permanent role with the Company, upon successful completion of your apprenticeship.

As a Digital Support Technician you will:

• Provide timely and effective remote support to users and clients
• Diagnose and troubleshoot hardware, software, and network problems
• Recognise when issues require internal escalation and do so in a timely manner
• Address non-technical inquiries and transfer or escalate them appropriately
• Set up new computers, printers, and software applications
• Create new user accounts according to individual needs of the user and client, and according to instruction
• Assist with migrations (e.g. on-premises to Azure/Entra/Office 365) and other IT projects, when required
• Offer training to users on system usage and best practices
• Assist users in managing their user accounts, including password resets and access permissions
• Work on multiple issues/tickets concurrently, prioritising your workload and meeting SLA deadlines
• Keep track of all client and internal interactions in the company's PSA tool, to allow for accurate reporting of time, sales, communications, and profitability of each client

• Communication skills
• Written communication skills
• Microsoft Windows 10/11
• Microsoft Office
• Technical Support
• Active Directory (On-Premise)
• Microsoft 365
• Entra ID
• Intune
• Cyber Security
• TCP/IP Networking

• GCSE's including English Language and Maths GCSE, grade (A*-C/9-4 or equivalent) (Essential)