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IT Support Apprentice

2 months ago

Harrow, United Kingdom QA Full time
Job Title: IT Support Apprentice

We are seeking a motivated and enthusiastic individual to join our team as an IT Support Apprentice. As a key member of our team, you will have the opportunity to gain valuable skills and knowledge in IT systems and networking, with a focus on Azure Cloud Support.

Job Summary:

The successful candidate will be responsible for providing technical support to our customers, working with public and private cloud services, and large enterprise wired and wireless network infrastructures. You will also be involved in troubleshooting, incident resolution, and ensuring consistent, accurate, and timely updates to tickets.

Key Responsibilities:
  • Prioritize and resolve incidents escalated by customer service or raised directly by customers into network operations
  • Utilize monitoring systems to proactively identify and resolve potential issues
  • Conduct a thorough first line technical analysis of incidents, including collection and analysis of relevant diagnostics
  • Use management platforms and system tools to aid clear logical substantiated analysis of incidents
  • Ensure detailed handover to next shift of all open issues and planned maintenance
  • Add, remove, configure network devices, updating the monitoring system and documentation
  • Complete infrastructure documentation and knowledge base development to improve team knowledge and troubleshooting
Requirements:
  • Previous IT-related work experience
Desirable Skills:
  • Identify and assess customers' needs to achieving and exceeding customer satisfaction
  • Build sustainable relationships and trust with customers through open and interactive communication
  • Handle customer queries, provide appropriate solutions and alternatives within the expected time frame and follow up to ensure resolution
Personal Qualities:
  • The ability to work individually and as part of a team, potentially covering extending working hours
  • Desire to learn new technologies, develop advanced networking skills, and share them across the team
  • Strong desire and knowledge to work within an Internet Service Provider industry and in a close-knit team
  • Excellent verbal and written communication skills
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
Company Benefits:
  • Casual dress code
  • Friendly atmosphere
  • Regular staff lunches (paid for by Company)
  • Holiday entitlements
  • Company Pension
Future Prospects:

The right apprentice will have a chance to gain a full-time job and the opportunity to mould their own career with guidance from an experienced and knowledgeable team.