IT Support Apprentice Southampton, England
Job description
IT Support Apprentice
Salary: £18,525
Location: Southampton office
Hours: Full time apprentice, Monday – Friday with one allocated study day per week
Apprenticeship Course: Level 3 Information Communication Technician – Support Technician Pathway with The ITP
Apprenticeship Course: For over 18’s only
About the Company:
We're a continually growing, innovative and multi-award-winning wholesaler and distributor of communications, cloud, billing and hardware products and services.
We work in a fast-paced and exciting industry, where we have forged strategic partnerships and relationships with the UK's top telcos, networks and vendors, including BT, TTB, Vodafone, Virgin Media O2, EE, CityFibre, Sophos, Microsoft and Samsung.
As a Channel-only business, we never sell directly to the end-user. Instead, we serve a market of independent resellers, which we proudly refer to as our partners.
We offer our partners a market-leading and comprehensive product portfolio, intuitive portals and platforms and a passionate team of industry experts.
We make a complex industry as simple as possible for our partners, enabling them with a commercial platform to sell the latest technologies and solutions to the resilient UK SMB market.
We have huge aspirations to challenge our industry and what we do, and we continuously dream big for the future. As a team of over 750 people, we're all immensely proud to work for a rapidly expanding company with an incredible culture that puts our team members and partners at the heart of everything we do.
About the Team;
The Ethernet support team are a dedicated team who strive for excellence with years of industry knowledge and expertise. Partner advocacy is key, and we aim to have the best processes and best practices in order to provide a consistent top-quality service. All team members take an active role in continuous improvements and helping to make the department the best that it can be for our partners and staff.
About the Role:
The IT Support Apprentice needs to apply knowledge of the industry, products and services offered by the client in aiding in the resolution of data fault tickets raised by our partners. They will learn the skills and knowledge required to support our partners, to provide the best possible services to our partners for all their products and services.
One day per week will be reserved for study and apprenticeship training. These days will be flexible depending on the needs of the business and the requirements for the training provider. The IT Support Apprentice will take direction from the technical specialist and ethernet support manager.
Role responsibilities:
- To deliver first-class customer service using a variety of media i.e., telephone, ticketing system and emails in a high-pressure environment.
- To effectively manage the customer expectations and follow through with promises made to the customer.
- To be empathetic and understanding to customer issues.
- To deal with customer enquiries in a friendly, calm, professional and proactive manner.
- Manage workload priorities within the guidelines set by management.
- Contribute in providing a high level of service, using multiple client portals and communicating using various methods to achieve optimum service delivery.
- Identifying and diagnosing faults using multiple platforms.
- Answering calls within management targets.
- Accurately updating customers (tickets/emails/phones) to pre-defined targets.
- Providing customers with technical knowledge of the services & products we supply.
- Developing relationships with internal departments.
- Being an active contributor to the operational environment and participating in the long-term goals for the business.
- Any other duties as required in the delivery of the role and as directed by the management team.
- To be compliant with health and safety company policy and legislation.
Skills, Qualifications and Experience:
Essential
- Math’s and English GCSE
- Ability to update tickets quickly and accurately.
- Call handling skills of a high standard.
- Basic Microsoft Office experience.
- High work ethics.
- Understanding of Customer Service Excellence.
- An ability to prioritize your own workload.
- A willingness to expand on technical knowledge
Desirable:
- An ability to use multiple platforms/test portals both in-house and with suppliers.
- An individual who shows an embedded passion for customer service, with a keen emphasis placed on skills development.
What’s in in for you:
Our benefits consist of; no dress code, extra days off for special life events, 25 days leave, rising each year to 30, additional BHs off. Flex holiday scheme, buy annual leave, flu jab, online discounts to pretty much anything you want to buy, enhanced maternity and paternity leave, recognition schemes, and volunteer days off. Work with and learn from experts in the industry, a wellbeing and engagement team, 'if you want a career with us then grab it' concept, team/industry events as well as a whole host of other benefits!
Job Types: Full-time, Apprenticeship
Salary: £18,525.00 per year
Benefits:
- Company events
- Company pension
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
- Yearly bonus
Work Location: In person
