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We are seeking a Junior Technical Support Analyst to join our growing team. This position would be ideal for candidates who are looking to start their career in IT or move industries. The ideal candidate will have a desire to learn, exceptional problem-solving abilities, and a customer-focused mindset. As a Junior Technical Support Analyst, you will provide technical support to our customers and resolve technical issues that they may encounter.

This opportunity also allows the candidate to gain an apprentice level qualification in IT through on-the-job training and learning. You will be completing the ‘Level 3 Information Communications Specialist’ apprenticeship through Phoenix and our apprenticeship provider. Offering a payment progression plan, candidates have the opportunity to increase their earnings alongside their professional developments. After completing the apprenticeship and gaining experience in this role, there is potential for this position to lead to a role in our Service Desk – Technical Support Team.

We offer a hybrid work environment, encourage career growth and provide opportunities for our employees to expand their skills and take on new challenges. If you are passionate about technology and helping people, we encourage you to apply for this exciting opportunity.

The main responsibilities are:

• Respond to technical support inquiries via email, phone, or chat
• Troubleshoot and resolve technical issues for customers
• Escalate complex issues to senior team members when necessary
• Maintain detailed documentation of support tickets and resolutions
• Provide training and support to customers on software and hardware usage
• Collaborate with other teams to identify and resolve product issues
• Stay up-to-date with industry trends and emerging technologies

Ideally, you will already have:

• A ‘can do’ attitude
• A desire to learn
• Desire for continuous improvement
• Ability to work both independently and as part of a team
• Not afraid to ask questions
• Willing to attempt new things
• Resilience
• Ability to communicate confidently at all levels
• Ability to embrace feedback, both positive and negative
• Highly efficient and able to adapt quickly to change
• Engaging personality
• Growth mindset
• GCSE Maths and English; Grade 4 (C) or above

Salary Progression Scheme
Your salary will change over the course of the apprenticeship duration as follows:

• 0 – 6 months service starting salary of £12,000 per annum upon commencement of apprenticeship
• 6 – 12 months service salary increases to £14,500 per annum, dependant on individual performance, manager discretion, portfolio on track and wider apprenticeship on track
• 12+ months service salary increases to £17,000 per annum, dependant on individual performance, manager discretion, portfolio on track and wider apprenticeship on track

Future prospects
After successfully completing the apprenticeship, you will achieve industry recognised qualifications and invaluable experience, giving you a fantastic start to your career within the IT sector.

We provide all employees with the skills needed to do their job by offering personal development plans and encourage applications from anyone who thinks they can bring what is required to the role. So, even if you don’t meet every point detailed in the criteria above, we encourage you to still apply – simply explain how your current skills and experience are relevant in your application.

Phoenix Software
Pocklington
York
England
United Kingdom

Full-time: Onsite

300+ employees

Information services

Get to know Phoenix

We aim to be the UK’s leading IT solution and service provider with a forward-thinking approach and a friendly atmosphere.

Working for us, you’ll be given the support you need to succeed. You’ll be inspired by our achievements, recognised for your contribution, and constantly challenged to grow.

We enable digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud technology, data, AI, cyber security, and collaboration tools. By understanding the individual goals of our customers, we empower UK organisations to make a difference to the lives of their employees, service users, and communities.

We are a signatory on the Race at Work Charter, actively involved in the Women in IT Network, and a Disability Confident Committed and Living Wage employer.