Junior Technical Support Analyst (Apprenticeship)

Phoenix Software; Pocklington; On-site; GBP 16,000 - 26,000; Full time

Benefits offered by this job

Structured learning pathways

Mentoring

Flexible working

Wellbeing support

Job summary

Phoenix Software is seeking a Junior Technical Support Analyst as an on-site Level 3 apprenticeship at our HQ in Pocklington (YO42). You will provide technical support, document tickets, and assist in data security tasks while developing through structured learning and industry certifications.

The programme begins at £15,600 and rises to £26,227 over about 18 months, with potential paths to a permanent role within Technical Support.

Qualifications

• Interest in IT and customer-focused mindset.
• Excellent communication over the phone, video, and in person.
• Willingness to learn and adapt to change.
• Strong problem-solving and time-management abilities.

Responsibilities

• Respond to technical support inquiries via email, phone, and chat.
• Troubleshoot issues and escalate complex cases to seniors when needed.
• Maintain detailed documentation of support tickets and resolutions.

Skills

Interest in IT

Customer service

Problem solving

Communication

Education

GCSEs 4+ Maths and English

Job description

Overview of the role

Phoenix enables digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud and hybrid infrastructures, data, AI, security, and collaboration tools. We are seeking a Junior Technical Support Analyst to join our growing team. This position would be ideal for someone who is looking to start their career in IT or move industries.

* Please note that this is a Level 3 (A-Level equivalent) apprenticeship with the following 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 in a similar subject.

What will you be doing?

• Technical Support: you will respond to technical support inquiries from both within the Phoenix team as well as with external customers via email, phone and chat. You will need to troubleshoot and resolve technical issues as well as escalating more complex issues to senior team members when necessary.
• Administration: you will need to maintain detailed documentation of support tickets and resolutions as well as performing your tasks in support of data and information security.

Why you should apply?

• A culture built on trust and belonging: set out clearly in our Culture Blueprint, lived day-to-day, and reflected in our consistently strong colleague feedback.
• Real investment in your development: structured learning pathways, funded industry certifications, mentoring, and the encouragement to stretch into new areas.
• A workplace that takes wellbeing seriously: from mental health support and flexible working to active employee networks and a leadership team that listens.
• A commitment to equity and inclusion: where we actively work to make Phoenix a brilliant place to build a career, whoever you are.

Work that matters: supporting the public sector organisations that keep the UK running, from government and healthcare to defence, public safety, education, housing, and the charities serving the most vulnerable in our communities.

Working with the best of the industry: alongside genuine experts, and with strategic partnerships across the world's leading technology providers, you'll be at the front of the conversations shaping how UK public services modernise.

We believe in encouraging, supporting, and skilling our people up so that you can be the very best you can be at work - and we'd love you to consider being part of it. Take a look at our Culture Blueprint to get a real sense of who we are.

What are we looking for?

The right person for this role will have a strong interest in IT that is coupled with a customer-focused mindset. You don't need any prior work experience and can be someone who recently left school/college or someone who is looking to change careers. You will have a desire to learn as well as exceptional problem-solving abilities. Key Skills: A strong interest in IT, someone who stays up-to-date with industry trends and emerging technologies. Excellent customer-service skills, confident communication over the phone, on a video call and in person. A desire to learn and for continuous improvement. Has the ability to embrace feedback as well as being able to adapt to change. Understands how to act in a professional setting. Excellent time management and organisational skills. Practical stuff Where is the role based? Primary location is our HQ in Pocklington (YO42) and you will be expected to on-site full-time. What is the apprenticeship? You will be completing the 'Microsoft Azure Cloud Support Specialist Level 3' apprenticeship through Phoenix and our apprenticeship provider QA. What is the salary? We offer a payment progression plan for our apprenticeship roles providing the opportunity to increase your earnings alongside your professional development. This begins at £15,600 and rises to £26,227 over a period of approx. 18 months, after completing the apprenticeship and gaining experience in this role, there is potential for this position to lead to a permanent role in our Technical Support Team. What are the benefits? You can read about the benefits on offer here. *Important* BPSS Check As part of our recruitment process due to the nature of the work we do, all employees are required to undertake a Baseline Personal Security Standard (BPSS) che