Apprentice IT Support Technician

The IT Support / Systems Technician will be responsible for maintaining clients’ computer systems, networks and peripheral equipment, including diagnosis and rectification of hardware, Microsoft 365 software, e-mail, backup and networking issues, over the phone, via remote tools or on-site visit. The ideal candidate will be an understanding of Microsoft 365 and associated cloud services. You will work for a variety of business clients.

Responsibilities include:

• Supporting Microsoft 365 Applications and Platforms
• Supporting Microsoft Azure platforms to a basic level
• Troubleshooting Desktop Operating Systems
• Supporting of VOIP and Teams Phone systems
• Supporting Windows Active Directory Services to a basic level
• Installing computer hardware operating systems/applications remotely and onsite
• Troubleshooting system/network issues and diagnosing hardware/software faults 
• Supporting Client Firewall, Sonicwall knowledge is an advantage
• Providing support, including procedural documentation and relevant reports
• Supporting the roll-out of new applications and setting up new user accounts/passwords etc. • Responding within agreed SLA’s to call-outs
• Prioritising and managing a range of open cases at any one time.
• Establish working relationships with customers and suppliers

Person Specification

You will be self-motivated with strong communication skills and outstanding client-facing abilities. You will thrive under pressure and understand the need to deliver faultless customer service.

Knowledge/experience should include:

• Thorough and current knowledge of Office 365, Teams, SharePoint, Exchange Online, Azure, etc
• Excellent knowledge of Desktop and Office products
• A working knowledge of the use of PowerShell
• Good understanding of Microsoft products like SQL, Microsoft Server, and Active Directory
• Ability to fault-find technology to include switches, firewalls, routers, internet connections, printers, wireless solutions, and cabling issues
• The ability to work in a fast-paced, dynamic environment, prioritising, and multitasking effectively
• Demonstrate expertise in all activities associated in the provision of a managed service
• Has a good eye to recognise new technology as it evolves, with consideration of how it could enhance our customers’ systems
• You will have attained or be working towards your Microsoft 365 fundamentals

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience

• English GCSE, grade 4/C Or above (Essential)
• Maths GCSE, grade 4/C Or above (Essential)