ICT Support Apprentice

About the apprenticeshipDutiesJob Responsibilities: •Deal effectively with incoming telephone calls and emails, ensuring prompt and professional communication.• Clarify customer requirements and accurately raise support tickets.• Assist with workshop-related tickets, providing hands-on technical support.• Action support tickets by communicating with customers, implementing solutions, resolving straightforward technical issues, setting up customer technical equipment, performing remedial or upgrade work and installing or replacing hardware and software components.• Maintain and administer all customer-specific hardware and software documentation.• Support the daily operations of the ticketing system, ensuring tickets are addressed efficiently.• Complete all service tickets to a high standard, adhering to agreed SLAs and ensuring customer satisfaction.Additional informationAbout Morgan & MorganMorgan & Morgan is looking to appoint an enthusiastic and committed IT Support Engineer Apprentice to join our professional and supportive team.As an IT Support Engineer, you will play a critical role in supporting our clients by specifying, implementing and maintaining customer technology solutions, while resolving related technical challenges. This is an exciting opportunity to gain hands-on experience with cutting-edge technologies and cybersecurity tools such as Huntress, ThreatLocker and Mesh.You’ll be working within a Microsoft 365-centric environment, providing a strong foundation for career growth in IT and cybersecurity. The ideal candidate will be proactive, technically curious and eager to develop their skills in a fast-paced, client-focused setting.Renumeration and Benefits: • Generous annual leave allowance, plus additional paid Christmas leave.• Sick pay scheme.• Free onsite parking.• Staff discounts on technology and IT equipment.• Supportive, team-focused work environment.RequirementsQualificationsGCSE (or equivalent) in English at Grade A*-C Level 2 GCSE (or equivalent) in an IT subject: Desirable • A willingness to learn and develop in a technical role.• Strong organisational and time management skills.• Excellent communication and interpersonal skills.• Ability to work in a fast-paced environment and independently meet targets.• Familiarity with Microsoft 365, is not essential but will help significantly.1. Uphold and actively support our mission which states that:‘Morgan & Morgan will demonstrate outstanding operating discipline and exceptional care in the way that we treat our people, customers and the community of which we are a part’.2. Uphold and actively support the company values which state that:• We work in a spirit of cheerful co-operation in the best interests of our customers and the business• We are honest with ourselves and others• We earn the trust of our colleagues and customers every day• We apply the highest standards in everything that we do• We demonstrate a strong determination to do our best3. Continually be on the lookout for ways to improve the performance of the business, contributing ideas and getting involved with potential improvements where agreed.4. Take responsibility for issues as they arise and ensure that they are resolved by the appropriate person.5. Care for and maintain all equipment issued to you.Skills• A willingness to learn and develop in a technical role.• Strong organisational and time management skills.• Excellent communication and interpersonal skills.• Ability to work in a fast-paced environment and independently meet targets.• Familiarity with Microsoft 365, is not essential but will help significantly.1. Uphold and actively support our mission which states that:‘Morgan & Morgan will demonstrate outstanding operating discipline and exceptional care in the way that we treat our people, customers and the community of which we are a part’.2. Uphold and actively support the company values which state that:• We work in a spirit of cheerful co-operation in the best interests of our customers and the business• We are honest with ourselves and others• We earn the trust of our colleagues and customers every day• We apply the highest standards in everything that we do• We demonstrate a strong determination to do our best3. Continually be on the lookout for ways to improve the performance of the business, contributing ideas and getting involved with potential improvements where agreed.4. Take responsibility for issues as they arise and ensure that they are resolved by the appropriate person.5. Care for and maintain all equipment issued to you.Welsh languageWelsh spoken skills: NoWelsh written skills: NoIf you are interested in doing an apprenticeship through the medium of Welsh or bilingually, please contact the training provider to find out if it is available.Training providedTraining providerCatapwltQualificationApprenticeship Level 3 – Digital Infrastructure EngineerDisability confidentIs this employer disability confident: NoWhat is disability confident?Disability confident employers are committed to offering equal opportunities for people with disabilities and health conditions.Employer detailsMorgan & MorganParc Morgan, Heol Stanllyd, Cross HandsLlanelliSA14 6RB