1st Line Technical Support Apprentice

Tasks will include;

• To provide technical support; answering support queries either onsite or via phone or email.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• To take ownership of user problems and be proactive when dealing with user issues
• To log all calls on the IT Helpdesk system and maintain full documentation
• Respond to enquiries from users to help them resolve any hardware or software problems
• To set up and configure all new equipment as required, including user profiles for Active Directory, Office 365, and line of business applications
• Provide technical support for telephone lines, systems and mobile phones
• Maintain an asset log of all hardware items, their software configuration and location
• Support users in the use of Computer equipment by providing necessary training and advice
• To allocate more complex service issues to 2nd Line Support Technical Officer 
• To arrange for external technical support where problems cannot be resolved in house 

 

Training

Level 3 Information Communications Technician, Support Technician 

Fortnightly attendance at Riverside College, Widnes.

After the apprenticeship

Following successful completion of this Apprenticeship you will be able to apply for positions within the company as they arise. 

Things to consider

There may be some requirement to travel infrequently across the regions. 

It is expected that the post holder will work proactively and collaboratively with frontline colleagues, regional team operational leaders, and specialists within Support Services functions.

A basic knowledge of computers, including Windows, Microsoft 365 and common desktop applications is required for this role. Basic understanding of computer hardware, software and peripheral devices would also be an advantage. 

A genuine interest in IT, technology and customer service is required, alongside an understanding of the importance of providing a good customer service experience. 

We reserve the right to close this opportunity after 1 week if we have received enough applications, and therefore recommend you make an application as soon as possible, rather than waiting until the planned closing date as we cannot guarantee the vacancy will remain open for the whole time planned. 

If you are applying with qualifications other than those listed in the entry requirements (GCSE's), please make sure you have obtained official evidence of equivalency from UK ENIC before the application closing date. Please note, if you are shortlisted for the post we cannot progress your application any further without you providing evidence of this.