1st Line Support Apprentice

The apprentice will join the Customer Service Team providing administrative and hardware support to the 1st Line and Projects and Implementation teams. You will report directly to the 2nd Line Team Leader who works within the Customer Services Department. You will be required to work in the build room as well as working on specific tasks in the field defined with you by the Management Team.

The apprentice will join the 1st Line Team providing administrative and remote support to our fast-growing customer base. You will report directly to the 1st Line Team Leader who works within the Customer Operations group. You will be required to work on the Helpdesk as well as working on specific projects and tasks defined with you by the Management Team. You will not be a call logger, with the expectation being that by the end of your tenure you can resolve at least 85% of all the incidents you log yourself.

General Skills & Experience:

• Strong customer care and client facing skills
• Good verbal and written communications skills
• Excellent telephone manner
• Organised, focused and rigorous
• Proven problem-solving skills
• Able to work in a team environment
• Must have desire and ability to develop new skills on the job
• Strong team focus and ability to work with and without direct supervision

Attitude:

• Mature attitude in a professional environment
• Desire to be a team player
• Looking for challenges and solutions
• Promotes customer service
• Can do’ attitude
• Sense of humour

Technical Skills - An awareness of:

• IT hardware
• Windows operating systems
• Microsoft Office

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Initiative
• Passion for ICT
• Motivated
• Positive attitude
• Hard-working
• Hardware and software
• Troubleshooting
• Windows 11 operating system

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