First Line Support Apprentice

Employer description: 
Solution Consultants ICT Limited are a growing IT managed service provider (MSP) who support over 300 clients with our IT & Telecoms services, along with providing guidance, consultancy and IT project support.

Overview: 
We have a great opportunity for the right individual to join our growing IT support team as a 1st Line support executive who is currently looking for an apprenticeship.
Reporting to our IT Manager, you will be working with the technical team in delivering excellent IT support and service to our clients, helping to ensure both individual and team SLAs are met.

This role comprises the following key objectives:

• Respond to customer calls and tickets on a daily basis, resolving them within SLA and keeping the customer updated at all times 
• Present SolCo professionally at all times, ensuring our customers experience is always a positive one 

Day-to-day duties:

• Respond to all assigned customer tickets within SLA, make and receive calls to customers, update the necessary internal CRM/ticket system and supplier systems where necessary
• Keep customers informed on progress of tickets
• Escalate business critical issues
• Contact suppliers where necessary to escalate issues, and update internal system with supplier responses
• Where necessary, order/provision/configure new services for customers
• Ensure all IT support customers are fully monitored at all times
• Arrange and take ownership of customer projects where appropriate
• Maintain a good understanding at all times of SolCo’s product set, and take ownership of improving knowledge

Desirable skills: 

• Windows desktop troubleshooting skills (Windows 7/8/10/11)
• Hardware repairs/ troubleshooting / installation
• Able to work to agreed deadlines, be methodical & organised and have excellent time management and attention to detail.

The right candidate will have great personality/attitude, attention to detail and the ability to work under varying levels of workload as the service desk can be unpredictable.

Entry requirements:

• 3 GCSE's (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. 

For more information, please visit the UK ENIC website. 

Working week: 
The standard working hours are Monday - Friday, 8:30am - 5:30pm, based primarily in our Pangbourne office. You will also be required to work on client sites and from home. 
Occasional overtime is available and offered on a voluntary basis. 

Benefits:

• Dress down all days in the office
• We supply branded clothing for site visits
• Quarterly incentives like Go Karting, Bowls, Paintballing, restaurants and takeaways most weeks, we have regular pub sessions too

Future prospects:
90% of QA Apprentices secure permanent employment after finishing their apprenticeship. 
Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 

Important information: 
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 
Apply now!