Level 4 Technical Support Apprentice - Firebrand Training - London

Job description

We are looking for an enthusiastic, bubbly and driven individual. The ideal candidate would be a school / college leaver who can demonstrate passion with practical ability, determination and a desire to learn and develop in the world of business. We are offering an apprenticeship with full training and progression within the business as a long term permanent employee. It will be an exciting and demanding position.

Who will I work for, and what will I do?

We are looking for an enthusiastic, bubbly and driven individual. The ideal candidate would be able to demonstrate passion with practical ability, determination and a desire to learn and develop in the world of business. We are offering an apprenticeship with full training and progression within the business as a long term permanent employee. It will be an exciting and demanding position.

Your duties will include;

Provide first line technical support of hardware, software and network
Answer support queries face-to-face, phone, email and via Skype
Respond to user queries concerning data, functionality and system performance ensuring issues are resolved or escalated to ensure an effective resolution
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Take ownership of user problems and be proactive when dealing with user issues
Log all calls on the call logging system
Update and maintain records on the helpdesk system
Take responsibility for providing excellent customer service
Keep users informed on the status and progress of faults
Categorise requests and faults in accordance with the Service Level Agreements (SLAs)
Monitor and escalate calls in accordance with service levels
Help with IT issues such as email and printers not working properly, faulty laptops, missing files etc.
Help train users on IT systems and facilities
Manage security profiles and user access to the system
Create and maintain documentation
Explain and illustrate computer related issues in a jargon-free manor to non-experienced users
Work on customer problems and administration requirements as your skills develop

You will be a highly motivated individual who understands the importance of your role to the success of the team, having a ‘can do’ proactive attitude and demonstrating an eagerness to learn and acquire new skills and experience.

This role will be part of an apprenticeship scheme (in conjunction with their elite training partner) which includes a broad, cross functional training programme and Personal Development Plan (PDP). Structured career development will help you progress within the organisation, beyond the end of your apprenticeship, where we actively encourage external certification and further qualifications.

What training will I receive?

Firebrand offers a unique Higher Level 4 IT Apprenticeship scheme that provides award-winning industry training and certifications, valuable work experience and offers on-going support all with the ultimate goal of securing you a long-term career within the world of technology.

During your 24 month IT apprenticeship programme, Firebrand will provide residential training at our distraction-free training centre. Our method of accelerated training allows you to achieve industry-recognised certifications such as CompTIA, ITIL and Microsoft faster, giving you more time to put your new skills in to practice within a working environment. Firebrand will also provide you with a Mentor who will be supporting and assisting you with your development. By the end of your 24 month apprenticeship, in addition to having numerous industry recognized qualifications, a steady career with a supportive employer, you will also be recognised by the British Computer Society (BCS) for entry onto the register of IT Technicians, confirming SFIA level 3 professional competence.

What experience do I need?

You will be logical, driven and possess a passion for all things IT. You will be able to balance many demands in a fun and support environment. Although all are desirable; consideration will be given to those who have some but not all of the following:

Strong MS Office skills (Word, Outlook, Excel, PowerPoint)
Operational knowledge of ICT hardware and software
Operational knowledge of Windows-based systems and browsers (Internet Explorer, Chrome etc.)
Working knowledge of mobile devices – Android / Windows / iPad
Basic understanding of Internet and networking
Basic knowledge of audio and visual equipment

What happens after my apprenticeship?

The successful candidate will join on a full time permanent contract on completion of the apprenticeship. There is the potential of promotion within the POC team or opportunities within the wider organisation with a full development plan