Summary
You will join the 1st Line Support team and become the first point of contact for our clients. You will work through monitoring alerts, user requests and starters and leavers, following our documented processes, and escalate anything outside your remit to 2nd Line.
What you will do at work
- Respond to client queries via phone, email, live chat and WhatsApp, logging all contacts in Halo PSA
- Resolve common IT issues such as password resets, MFA, Outlook, printers, drives and device performance
- Resolve routine alerts and escalate hardware or critical issues
- Review Microsoft 365 and backup alerts
- Manage user onboarding and offboarding, including Microsoft 365 accounts and licences
- Prepare, test and deploy Windows devices, including returned equipment
- Support Mac devices managed through Mosyle MDM
- Assist with software and agent maintenance projects
- Escalate security alerts immediately to senior support teams
- Follow identity verification procedures before password or MFA resets
- Keep documentation up to date and contribute to the knowledge base
Training
The programme integrates live and online workshops with self-paced learning, employing a guided discovery approach for individual learner contexts.
Learners are assigned a Digital Learning Consultant (DLC) for personalised coaching and support. These specialists ensure their successful progress, wellbeing, and readiness for assessments.
Requirements and skills
Skills
- Communication skills
- IT skills
- Organisation skills
- Problem solving skills
Qualifications
- GCSE 3 of any subject (4+ (A* – C)) – essential
- GCSE Maths & English (3+ (D or above)) – essential
About this employer
Sona IT is a managed service provider supporting small and medium-sized businesses including financial services, legal, automotive, property, healthcare and charity clients. We look after their users, devices, Microsoft 365 tenants, networks, backups and security, and we take pride in fixing problems properly the first time.
After this apprenticeship
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.