IT Support Apprentice

QA; Ouzlewell Green; Hybrid; GBP 12,000 - 16,000; Full time

Benefits offered by this job

Hybrid work

Hands-on experience

Career progression

Team environment

Job summary

QA is offering an IT support apprenticeship to join a growing team delivering software and hardware solutions to retailers. You will log and track tickets, provide first and second line troubleshooting, respond to queries by telephone and email, and help ensure SLA commitments are met.

You will gain hands-on experience from day one, with 37.5 hours weekly in a hybrid setup (4 days in the office, Mondays from home). There is a clear pathway to a full-time role after completion.

Qualifications

• Customer service experience with direct customers.
• Confident, personable and sociable; builds relationships.
• Strong verbal and written communication skills.
• Good problem-solving abilities.
• Interest in IT; understanding of software languages and SQL is a plus.

Responsibilities

• Day-to-day support for external customers
• Provide first and second line support
• Respond to queries via telephone and email
• Log and track all tickets and keep records up to date
• Ensure tickets meet SLA targets
• Escalate issues to internal/external stakeholders
• Provide high levels of service and fault finding
• Install and update software solutions

Skills

Customer service

Problem solving

Communication

Teamwork

IT interest

Microsoft Office

SQL understanding

Education

3 GCSEs (4+ in any subject)

Maths & English GCSE (3+)

No higher qualification required for apprenticeship

Tools

Ticketing system

Microsoft SQL

Job description

Retail Computer Solutions Ltd was established in 1989, providing inhouse software solutions and services to retailers across the UK and beyond. Our products span Point of Sale and Store systems to Head Office and warehousing solutions.

Our customer base is as varied and diverse as our products ranging from independent stores to department stores, large chains and multinationals.

About the role:

The primary function of the role is to provide effective support to the RCS customer base covering a range of software and hardware solutions. This entails logging support requests, fault identification and providing a satisfactory resolution to the fault or query. This is an opportunity to be part of a dynamic team focused on providing excellent support and helping the business grow. There will be opportunities to progress your career within the company.

As the primary interface between the company, its customer base and outside suppliers, it is essential the successful candidate exhibits a professional and caring image. It is also important to understand that the success of the company is based on providing a first-class service to all customers.

Responsibilities:

• You will be responsible for the day-to-day support for our external customers
• Provide first and second line support services to customers
• Respond to customer queries received via telephone and email
• Log and track all tickets and ensure the records are kept up to date
• Ensure that all tickets are dealt with in a timely and professional manner, ensuring that all SLA's are met
• Escalate issues to internal and external stakeholders in a timely manner with the correct information
• Provide the highest levels of service and technical fault finding to internal and external customers at all times
• Install and update software solutions

Desirable skills:

• Customer service experience, dealing directly with customers
• Being confident, personable and sociable will be vital - as you will need to forge relationships both internally and externally to the business
• Good verbal and written communication skills
• Good problem-solving skills
• Experienced in Microsoft Office and associated products
• An understanding and passion for hardware and software
• The ability to work in a high-pressure environment while maintaining a cool and professional outlook at all times.
• Able to work as part of a team to resolve issues, but also work on your own when required
• Experience in a customer focused environment e.g. call centre or retail
• Some background or evidenced passion for IT (an understanding of software languages and Microsoft SQL would be a distinct advantage)
• Having a driving license would be preferable, but is not essential

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

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

Working hours:

37.5 hours per week, 8.45am - 5pm, Monday to Friday.

Benefits:

• Hybrid 4 days in the office Mondays work from home
• Hands-on experience with real responsibility from day one
• Supportive working environment in a close-knit, growing company
• Opportunities to develop your role as the business expands

Future prospects:

There will be an opportunity to gain a full-time role after successfully completing the apprenticeship, depending on performance and availability.

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.