IT Support Apprentice

Start your IT Support career with Leap IT!

You will be responsible for:

Take all incoming support calls (Support Queue), 3CX will ring agents with the lowest call count first to ensure call answering is balanced

Log tickets for each call and record all time spent on issues within the ticket (Ensure the correct contract is selected for each ticket)

Provide daily updates to clients on any issues raised that are not fixed on first contact (unless otherwise agreed with the client)

Monitor your Task Board daily

Escalate to second line when necessary

Attend weekly helpdesk meeting

Desirable skills:

Windows Server inc. Hyper V, AD, DHCP, DNS

Strong PC experience Windows/OSX

Router/Switch/Firewall Configuration

Good hardware knowledge

Excellent IP and TCP/IP Knowledge preferably to Network+/CompTIA

Excellent and patient telephone manner

Excellent troubleshooting technique

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 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 hours: Monday to Friday, 8:30am - 5:30pm

Benefits:

33 days holiday (including bank holidays)

24/7 counselling support and financial advice helpline

Work from home – hybrid

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