IT Support Specialist Apprentice


About Us:
We’re an experienced team of IT professionals based in the West Midlands. We grew up around IT and have a great understanding of the common problems, as well as the high-impact issues which can occur when dealing with larger IT systems. Not only do we have the experience but we have the expertise too, so you don’t need to be IT literate.

We’re certified Microsoft partners, successfully collaborating with them for over 10 years. Our team is also a part of Apple’s Consultancy Network, certified to service and support your business devices.

Our services include Managed Anti-virus protection, Cloud back-ups, Remote Support, Hardware Support & Office 365 and E-mail support.

We are now looking for an eager candidate to join us as an apprentice. 
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 
  • Working as part of a team, whilst remaining self-motivated in managing your own workload 
  • Demonstrating an excellent customer service focus when dealing with clients 

What we are looking for:
Desired skills and qualities: 

  • Confident with strong interpersonal skills
  • Polite, friendly & diplomatic manner
  • Good sense of humour
  • Willing to respond to criticism and hungry to succeed
  • Ability to prioritise tasks
  • Good understanding of customer care
  • Driven and ambitious
  • Ability to thrive in pressure or stressful situations

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. 

Company Benefits:

  • Free onsite parking
  • Free tea & coffee
  • Casual dress
  • Christmas events
  • Pension scheme
  • 28 days annual leave entitlement 

Future Prospects:
Career progression and a full time job role will be offered upon successful completion of the  Apprenticeship. 

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!