First Line Technical Support Apprentice
Our Clients are recruiting for a First Line Technical Support Apprentice to join their exciting and challenging support desk in Bury, Manchester BL9. The Support Desk supports our customers and partners throughout the UK.
The Level 3 Unified Communications Apprenticeship Programme that they are offering, will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational.
The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help really drive your career forward. We are here to guide and support you every step of the way!
With over 20 years of experience in the telecoms industry, the Simplify team make it a priority to understand the challenges faced by their clients at the very outset of the relationship.
They use their knowledge and expertise to develop a bespoke solution to best serve the needs of their clients’ evolving businesses with the support of our network of market leading suppliers.
They understand that choosing the best telephony and connectivity solution is often an unwanted complication in the day to day running of thier clients’ businesses. That’s why they keep it simple and deliver clear, commercial recommendations guiding their clients every step of the way.
Job Title: First Line Technical Support Apprentice
Apprenticeship Course: Level 3 Unified Communications Technician
Location: Bury, Manchester BL9
Working Hours: Monday to Friday, 35 hours a week
Salary: £9,000 pa
To provide 1st line technical support to clients, assisting them with hardware and software requests via phone or email.
Duties and Responsibilities
•To provide technical support; answering support queries either via phone or email
•To maintain a high degree of customer service for all support queries
•To take ownership of user problems and be proactive when dealing with user issues
•To log all calls on the call logging system and maintain full documentation
•Respond to enquiries from clients and help them resolve any hardware or software problems
•Maintain a log of any software or hardware problems detected
•Support users in the use of Telephony equipment by providing necessary training and advice
•To allocate more complex service issues to the relevant Technical Engineer
•To arrange for external technical support where problems cannot be resolved in house
Personal Skills Required
•Relevant 1st line / Helpdesk support experience
•Excellent telephone manner and face to face communication skills
•Telephony experience would be beneficial, but is not essential
•Sound understanding of Hosted Telephony Systems and Mobile connections
•Good knowledge of Microsoft based operating systems
•Experience using Microsoft Office (MS Word, Excel and PowerPoint)
•Experience with using Outlook within a network environment (permissions, calendar sharing, and delegation)
This role has the potential to evolve into a more senior position within our business for an individual with the right drive and determination to succeed. This is an opportunity to take on a role that will form the start of your journey towards a successful and rewarding career in technical or operational support.
Knowledge & Experience:
Essential: GCSE Grade C or above in Maths and English