IT Apprentice - #192709

We are looking for an enthusiastic apprentice to join our technical support team as a Support Engineer. This role is ideal for someone at the beginning of their IT career who is keen to gain hands-on experience supporting real customers, systems, and networks while developing their technical knowledge through an apprenticeship.

Cloud Telephony Support

Create, amend, and maintain cloud-based telephone system configurations

Process customer requests such as:

• Name changes
• Call routing updates
• User and extension management
• Perform basic system changes on live environments, following agreed processes

Assist users with:

• Password resets
• Login issues
• General system access problems

User Support & Training:

Provide first-line support to end users via phone, email, and ticketing system

Deliver basic to moderate user guidance, such as:

• Explaining how existing features work
• Helping users understand the system functionality already in place
• Ensure issues are clearly logged, tracked, and updated within the internal CRM

Network & Connectivity Support

Support customer network connections by:

• Running basic diagnostics via online provider portals
• Identifying common connectivity faults
• Booking engineer visits where required

Carry out basic network maintenance tasks, including:

• Changing Wi-Fi usernames and passwords
• Configuring new routers prior to dispatch
• Preparing equipment for installation or replacement

Communication & Liaison

• Speak directly with customers in a professional and confident manner
• Liaise with third-party providers for telephony and network services

Communicate updates, issues, and resolutions clearly to:

• Customers
• Internal team members
• Maintain accurate records of all work completed in the CRM

Learning & Development

• Gain hands-on experience supporting live customer systems
• Learn structured troubleshooting and escalation processes
• Shadow senior engineers and gradually assist with more complex technical issues
• Develop technical, communication, and problem-solving skills throughout the apprenticeship
• Build a strong foundation for progression into a 2nd Line Support role

Information Communications Technician Training

During this advanced apprenticeship, you will learn a vast range of knowledge, skills and behaviours, covering topics such as:

• Data Security
• Hardware & Software
• Computer Networking and so much more.

You will undertake the ground-breaking Information Communications Technician Level 3qualification. Professional Apprenticeships are an Ofsted Outstanding rated training provider and hold the title of Bristol and Bath Apprenticeship Training Provider of the Year for 2021.

The programme is designed to mould you into a high-level, all-rounded technician. You will learn in detail about:

• Cloud & Mobile Technologies
• Technical Problem Solving
• Advanced-Data Security
• Computer Networks
• IT Communication & much more.

These modules are designed to jump-start your career and make you stand out in an increasingly competitive field, boosting your future earning potential.

INDIT

Pay: £15,600.00 per year

Work Location: In person