IT Support Apprentice

at  Professional Apprenticeships

BASIC OVERVIEW

This is an exciting opportunity for a savvy, IT literate, people-focused apprentice to join leading communications specialists as a Support Agent. The successful candidate will be outgoing and confident speaking to clients on the phone and will complement the office culture.
As a support apprentice, you’ll thrive on the dynamism and variety of a smaller but well-established business and be proactive in your approach to work and communication.

RESPONSIBILITIES

You’ll join and be mentored by the existing support team to learn on the job, along with plenty of help and guidance from the rest of the team at Triangle. Using your passion for technology, paired with people and communication skills, you’ll indulge in a variety of tasks and learn as you go. These include:

• Handling calls in a polite and professional manner.
• Monitor digital channels and respond as appropriate.
• Direct requests and queries to other staff members as needed
• Raising support tickets for customers for a range of queries
• Adhere to the support document in each and every case raised.
• Use CRM system to monitor, update and contact clients in timely manner as laid out in the service guide.
• Take ownership of tickets from point of them being raised to resolution using client and supplier liaison to assist in fault resolution
• Actively manage client expectations and levels of urgency when dealing with faults.
• Comply with appropriate internal and external regulations
• Conform to service level agreements

ADDITIONAL DUTIES

• Hardware configuration including routers & IP handsets
• Setup/deployment of laptop and PC equipment and mobile devices including Apple/android internally
• Office 365 user management and deployment including email/Teams configuration
• Documentation of tasks to add to FAQs and service guides
• Send service agreements to clients as required by the sales team