First Line IT Support Apprentice (L3)

Employer: Just Energy

Apprenticeship level: Advanced

Possible start date: 17th September 2018

Working week: Monday to Friday, 40 hours per week

Are you passionate about IT and helping others? Looking for a way to jump start your career? Just Energy in Milton Keynes are looking for First Line IT Support Apprentice. Apply now!

The apprenticeship role will enable you to study for a professional qualification as well as gaining valuable hands-on experience within a vibrant IT team. 

As an Apprentice you will be the first point of contact with the IT support team and will be responsible for resolving first line enquiries and escalating calls to second line support.  The role is varied and will include setting up new employees with PC/laptop hardware and other devices.

Responsibilities:

• Take inbound calls from employees with technical issues with the view to resolve at first contact by providing a high level of customer service to internal and external customers.
• To ensure all calls and tickets are raised with detailed information of employee issues accurately on the Call Management system. 
• Reset passwords using Active Directory. 
• Troubleshoot Microsoft software issues with emphasis on Outlook, Word, Excel and PowerPoint. 
• Respond efficiently to enquiries and effectively resolve any issues. 
• Respond to customer emails 
• Escalate complex incidents to appropriate support members in line with company processes to ensure customer demands are met. 
• Evaluate and chase up escalations appropriately to ensure customer demands are met. 
• Follow security processes in line with company processes and regulations. 

Desired skills:

• Solid team player with strong communication, interpersonal and numerical skills
• Demonstrates an organised approach to work.
• Competent user of MS Office (Excel, Word, PowerPoint and Access)
• Manage positive internal and external customer relationships
• Previous service desk experience & clerical experience would be advantageous
• Excellent customer support skills

Personal qualities:

• Be resilient and flexible, with the ability to cope within a fast-paced environment
• A ‘can do’ attitude with an enthusiastic approach and desire to learn and develop within the role
• Friendly and enthusiastic
• Determined and motivated
• Well presented
• Team player
• Has a passion for IT
• Keen to learn and succeed

Desired qualifications:

English and Maths GCSE grades A*-C/4-9 or level 2 equivalent.

This vacancy is suitable for school leavers, University and College students predicted grades will be accepted.

Training:

• Apprenticeship Standard for IT Infrastructure Technician
• Attendance at College
• Regular visits from the College into the workplace
• Observations and assessments in the workplace
• Use of e-portfolio
• End point assessment
• Ongoing training and support from the College and employer

The Apprenticeship will incorporate face to face workshops, online learning and on the job experience.

In addition to achieving a Level 3 IT Infrastructure qualification, the apprentice will also study for the following:

• City & Guilds Knowledge Module 1 - Networking & Architecture
• City & Guilds Knowledge Module 2 - Mobile & Operating Systems
• City & Guilds Knowledge Module 2 - Cloud Services
• City & Guilds Knowledge Module 4 - Coding & Logic
• ITIL Foundation Level