IT Support Apprentice

Durham
Description

Our Company

Established in 2005, Concept IT is an award-winning, privately owned business providing fully managed IT services, support, and cloud solutions to SMEs across the North East of England.

You’ll be joining one of only a few managed service providers operating in accordance with ISO9001, ISO27001, ISO22301, and ISO20000. This enables us to provide world-class services to our clients by documenting our work, exceeding our SLAs and delivering exceptional quality through our processes.

We support our clients with a variety of leading software and hardware solutions. In terms of software, as a Microsoft Silver Partner, we primarily provide support with Microsoft products, however, we also provide support for Sage, Adobe, Apple and Android mobile OS, as well as network printing and back[1]up technologies. In relation to hardware we focus on HP, HP Enterprise, Aruba, Cisco, and Meraki products, in addition to setting up firewalls, network switches and servers, and leased line connectivity.

We are looking for someone to join us as an IT Apprentice:

Are your ready to join our awesome team?

Are you ambitious?

Want to make a difference?

Are you just embarking on your journey in IT?

If this sounds like you, Concept IT want to hear from you!

We care about our team, and you’ll receive full support to achieve a healthy work-life balance with plenty of opportunity for career progression. 

We believe in awesome. We don’t put profits first, and we judge our success by our ability to look after both our employees and our clients. As integrity is at the heart of everything we do, we will only ever provide products and services that help to solve our clients’ problems.

We’re a fun and friendly bunch of people who get on well and have great fun whilst remaining professional and delivering quality work to our clients. We will help you achieve your best through coaching, training, and provide opportunities for growth and career advancement.

About the role:

The role of IT Support Apprentice will involve working through issues logged and updating clients on the progress of their support requests whilst working to strict SLA’s. You will be assisted by the use of the latest support tools, remote monitoring, management and automation tools – helping you to provide the highest level of technical expertise to meet client expectations.

Responsible for providing outstanding technical support to external clients, you will help provide the highest level of expertise both on-site and off-site for a diverse range of technologies including desktop and server environments, network infrastructure and vendor specific hardware and software.

Most of the support you provide will be via telephone with remote/internet collaboration but you will at times be required to travel to client sites for deskside support. 

You will work alongside our existing support team and will be assisted with training and development. You will also help with new system installations both in our Tech Centre and at client sites.

This role is varied and demanding with no two days being the same. Whilst some support must be delivered on-site with clients, much of the work can be delivered from our head office in Tanfield Lea (Co. Durham).

Key Tasks:

  • Logging client support requests and ensuring call backs are made
  • Provide 1st line on-site and remote support for multiple technologies
  • Fact find and troubleshoot logged faults 
  • Provide support for hardware and software including network, server and desktop equipment and cloud technologies
  • Managing incidents to resolution and within service level agreements, ensuring we maintain a high level of customer service
  • Assist 2nd/3rd line support staff with new system/equipment installations both in our Tech Centre and at client sites
  • 48 hour follow up calls to ensure customer satisfaction 

As well as:

  • Establish and maintain effective working relationships with co-workers, supervisors and all clients 
  • Follow and adhere to the requirements of our Integrated Management system ensuring compliance to ISO certifications
  • Communicate & provide information by relevant methods internally & externally to assist and enable organisational operations & effective service
  • Pursue Personal Development of skill& knowledge necessary for the effective performance of role
  • Maintain regular & consistent professional attendance, punctuality, personal appearance & adherence to relevant health & safety procedures

What we are looking for:

The ideal candidate:

  • Have a passion for all things IT
  • Desire to provide outstanding customer service
  • Dedicated to developing IT skills and knowledge 
  • Must be a team player 
  • Great communication skills - both written and verbal
  • Good organisational and time management skills
  • Be presentable with good customer facing skills
  • Ability to plan and prioritise workload
  • Full UK Driving license

Entry requirements:

The entry requirements for this Azure Cloud Support Specialist programme are as follows:

  • 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. 

Find out more here: 

https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx

Working week:

You’ll be required to work 39 hours per week from 8:30am to 5:30pm Monday to Thursday, with a 4:30pm finish on Friday -- with protected training time incorporated into your core hours.

Benefits:

  • Salary in the region of £17,000/£18,000 with the starting level dependent upon age/experience
  • Quarterly performance-based bonus scheme
  • Access to a company vehicle or reimbursed travel expenses for travelling to / from client sites 
  • Opportunities for career progression
  • 29 days annual leave including bank holidays
  • Contributory company pension scheme
  • Free eye tests
  • Company workwear provided
  • Discounted access to personal equipment through our employee discount scheme
  • Free on-site parking

Future prospects:

92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programmes offer on-going development tracks. 

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.