Summary
This is an entry-level apprenticeship role within our support team. You will learn how to provide friendly, reliable first-line IT support to customers while working towards your apprenticeship qualification. You will be supported by experienced colleagues and given the opportunity to build practical skills.
What you will do at work
- Act as a friendly first point of contact for customers, under the guidance of the support team
- Log support requests accurately in the ticket system, including clear notes and updates
- Follow agreed processes for triage, escalation and communication
- Help troubleshoot basic IT issues using remote support tools, with support from senior colleagues
- Assist with setting up laptops, desktops, phones, printers and other hardware
- Support Microsoft 365, Windows and common business applications at an appropriate apprentice level
- Assist with routine checks such as backups, system monitoring and basic maintenance tasks
- Help create and update internal technical notes, customer guides and self-help documentation
- Liaise with third-party suppliers when asked to support issue resolution
- Support larger projects and customer rollouts where suitable, learning from the wider team
Requirements and skills
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Team working
About this employer
Universal Technologies was launched in 2005. As a team of engineers, we recognised that clients needed more than what the marketplace was offering. With legacy systems needing replacement, and in house IT teams dwindling, clients were coming at us with questions about how to make the most of the technology available.
After this apprenticeship
What You’ll Gain:
- A recognised Level 3 ICT qualification
- Hands-on experience working with real customers and IT support
- Development of technical knowledge, digital, and communication skills
- Exposure to IT support issues and ticket systems
Things to consider
- A genuine interest in IT, technology and helping people solve problems
- A positive attitude and willingness to learn
- Good communication skills and confidence speaking with customers and colleagues
- A methodical approach, with good attention to detail
- Good organisation skills and the ability to follow instructions and meet agreed deadlines
- A basic understanding of IT concepts such as Windows, Microsoft 365, hardware and networking would be helpful, but full training will be provided
- Apple knowledge would be beneficial, but is not essential
- A professional manner and an understanding that customer service is a key part of IT support
Employee benefits
- Company events
- Company pension
- Cycle to work scheme
- On-site parking