IT Support Apprentice

User Support Apprentice

Who will I work for and what will I do?

The role of User Support Apprentice is a 1^st line support position. It is the first point of contact for internal customers seeking technical support. A hard working, enthusiastic and approachable character is essential for success in this rewarding role along with a strong desire to learn new skills and a team working mentality.

DESCRIPTION OF POSITION RESPONSIBILITIES:

• Provide 1^st line technical support to the business via phone, walk-ups, email and our ticket management platform ServiceNow. Requests managed for our European customers as well as offering support to our global customers when calls are routed from the US helpdesk team.
• Escalation of incidents to European 2^nd & 3^rd line support staff team members.
• Ticket management and ownership with root cause analysis when appropriate.
• Manage and maintain IS assets, network, contacts and service contracts inventory
• Triage and troubleshoot basic to moderate end user problems. This would include the usage of remote diagnostic tools to support off-site customers.
• Assist with IS inductions for new starters. Management of our leavers’ process when required.
• Support for printers and other peripherals across the business
• Configure and deploy PC/laptop Hardware and Software across Europe.
• Adherence to Service Level Agreement timelines and requirements.
• Maintenance of files and records for auditing purposes and the ability to create clear understandable technical documentation for the benefit of our team and customers.
• Assist other European IS Support & Network staff as needed.
• Ensure security of devices remains at the forefront of our objectives through the understanding and usage of the enterprise applications with the remit of this position
• Other duties as assigned such as participating in moving of equipment as needed.

What training will I receive?

Our client offers a unique Level 3 IT Apprenticeship scheme that provides award-winning industry training and certifications, valuable work experience and offers on-going support all with the ultimate goal of securing you a long-term career within the world of technology. 

During your 12/18 month IT apprenticeship programme, our client will provide residential training at our distraction-free training centre. Our method of accelerated training allows you to achieve industry-recognised certifications such as CompTIA, ITIL and

Microsoft faster, giving you more time to put your new skills in to practice within a working environment. Firebrand will also provide you with a Mentor who will be supporting and assisting you with your development. By the end of your 12/18 month apprenticeship, in addition to having numerous industry recognized qualifications, a steady career with a supportive employer, you will also be recognised by the British Computer Society (BCS) for entry onto the register of IT Technicians, confirming SFIA level 3 professional competence.

What experience do I need? Exposure to computers either in an employment capacity or educational / self-learning / hobby capacity would be welcome so you have a grasp of the fundamentals of a PC / Laptop and its hardware. An understanding of the Windows Operation System and Microsoft Office would also be beneficial.

What happens after my apprenticeship?

Hologic intend to grow from within. This role will be likely to turn into a full time User Support Technician upon successful completion of the apprenticeship and subject to performance.

Salary

£10,000 per annum (£192.00 per week)

Benefits

Company bonus scheme, Company funded Private Medical (individual), Pension scheme, Cycle to Work Scheme, Gym subsidy, 25 days holiday plus bank holidays, ability to participate in ‘Team Manchester’ social events, Life Assurance 4 x Salary, Employee Assistance Programme, Dental Plan.