As an IT Support Apprentice, you’ll be working closely with our Second and Third Line technicians as they support our existing and new customers’ IT requirements.
You’ll have a keen interest in IT and must be able to work as part of a busy support team. Working closely with other departments you will need to build relationships with our clients.
We work to strict Service Level Agreements with our clients and you’ll be responsible, after training, for the quality of information logged into our Call Management system – you will be expected to accurately log support tickets in a timely manner.
We expect you to be self-motivated, efficient and well-organised with a keen eye for
detail. You’ll be IT-literate with skills in the use of Microsoft Office, in particular, Outlook, Word and Excel. Any experience of Apple products is also beneficial.
Specific duties will include (but aren’t limited to):
• the timely and accurate logging of customer issues into the Call Management system, from both phone calls and incoming emails;
• using the formal call logging system in place, and be responsible for the quality of the information recorded – to be able to produce clear descriptions relating to user problems that ensure timely and efficient solutions;
• recognising when a call is urgent and escalate accordingly ;
• carrying out configuration and testing of new kit prior to install at customer site;
• the ability to work as part of a team, whilst remaining self-motivated in managing your own workload;
• the ability to demonstrate an excellent customer service focus when dealing with clients.
Person Specification
No obligation. Just straightforward advice.
We provide support when something stops working, so your team is not left dealing with IT issues alone.
Each issue is handled by someone who understands your setup, allowing us to respond quickly and resolve problems without unnecessary back and forth. Whether it is a small fix or something more urgent, we focus on getting things working again as soon as possible.
We also help with day-to-day questions, giving your team clear guidance and practical support when they need it.
Whether support is needed remotely or on-site, we make sure problems are resolved with minimal disruption to your business.
Need support right now?
We look after your Apple devices over time so everything continues to run as it should.
Devices are kept up to date, settings remain consistent, and any changes are handled in a controlled way. This helps prevent small issues from turning into bigger problems and keeps everything running smoothly.
We make sure your devices stay organised and easy to manage as your business grows, without adding pressure to your internal team.
Whether you have a handful of devices or a larger setup, we help you stay in control without needing to manage everything yourself.
Want to simplify management?
We prepare your Apple devices so they are ready to use from the moment they arrive.
Each device is set up with the correct user access, applications, and settings, so your team can start working without delays or confusion. There is no need for manual setup or trial and error.
We also make sure your devices are connected properly to your existing systems, so everything works together as expected from day one.
Whether you are setting up a few devices or rolling out across your business, we keep the process simple, consistent, and reliable.
Need help getting set up?
