IT Support Apprentice

We have an exciting opportunity for anyone keen to start there IT career as an IT Support Technician to join our Essex based IT Company.

Candidates must be able to demonstrate a keen interest and passion in technology as well as possessing excellent written and verbal communication skills, strong listening skills as well as a good understanding of customer service and meeting deadlines to resolve issues as set out in the business's Service Level Agreement with their clients.

The purpose of the role is to address issues logged by the monitoring solutions before the issues become incident tickets in the help desk.

Main duties and responsibilities;
Monitor the inbound ticket queues and assign calls to the correct technician. Ensure all calls logged through the Service Desk are proactively managed and updated in accordance with the requirements of the service.
Take ownership of Monitored Support Calls and look to find resolutions or escalate to the core support team, as appropriate, within SLA. Resolving tickets with virtual server resources, Microsoft onsite and Cloud backups and Antivirus.
Monitor cloud-based management consoles for various services and logging and resolving issues as tickets and resolving.
Liaise with 3rd party vendors as required.
Assist the core support team with 2nd / 3rd line faults as requested.
Assist the Technical Installations Manager and Technical Installations team as requested

Your duties may vary from time to time within the broad remit of your role. You are required to undertake any such reasonable and appropriate duties.