IT Service Desk Support Apprentice

MANAGED ENTERPRISE TECHNOLOGIES LIMITED

Birmingham

On-site

GBP 12,000 - 18,000

Full time

4 days ago

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Job summary

MANAGED ENTERPRISE TECHNOLOGIES LIMITED is offering an Information Communications Technician apprenticeship in Birmingham. The role provides 1st and 2nd line IT support for a range of clients, handling alerts, monitoring, and on-site visits. Training through QA LIMITED accompanies the apprenticeship, with a structured 1 year 5 month program.

The position operates Monday to Friday, 9am to 5:30pm, with potential for progression into technical roles after completing the apprenticeship.

Qualifications

GCSE English and Maths required.
Interest in IT support and technology.
Willingness to learn and develop technical skills.
Ability to work as part of a small team.

Responsibilities

Provide 1st and 2nd line IT support for customers.
Handle alerts and system monitoring.
Maintain SLA adherence and proactive maintenance of systems.
Attend on-site visits as required and communicate clearly with customers.

Skills

Problem solving

Logical

Team working

Patience and empathy

Friendly and approachable

Education

GCSE English 3+ (A-C)

GCSE Maths 3+ (A-C)

GCSE Any subject 4+ (A-C)

Job description

Introduction

Gain experience of providing 1st & 2nd line support to a range of clients, resolving issues and problems with customers' IT infrastructure, providing insight and proposing solutions to IT issues. You will work on a range of projects, including upgrades, migrations and implementations.

About the Employer

As a small company, we provide closer access to experienced engineers and leaders. Apprentices can benefit from a wider variety of responsibilities and more visibility within the business. The company focuses on Microsoft technologies and often supports staff in gaining Microsoft certifications.

Our culture is built around learning, collaboration and opportunity. We want apprentices to feel supported from day one, develop valuable technical and professional skills, and build a long-term career in a fast-growing technology business.

What You'll Do

Learning many aspects of providing support to customers, including helping users who have technical issues or need help with supporting applications
Dealing with alerts and automated system monitoring
Ensure that all systems and services are proactively maintained, monitored and supported to ensure that we are meeting set SLA's
Monitor the Service Desk email inbox to respond to support calls logged via email
Answer telephone and complete support issues from initial contact to resolution. Log all calls in the relevant Call Logging system
Provide 1st and 2nd line support on calls assigned by a service desk team member or other Support Engineer
Escalate incidents when required to 3rd parties, external resources, or others
Investigate, diagnose and troubleshoot a wide variety of problems with network and computer hardware, device drivers, operating systems and application server software
Write up support calls and maintain documents and records to a professional standard; for example, Request for Change (RFC's),
Customer Build Logs and Tech Docs
Attend the site and carry out any on-site support work as required
Provide excellent customer service by understanding the business drivers, taking proactive action and providing clear communication