IT Support Level 3 Apprenticeship - Support Warehouse

IT Support Level 3 Apprenticeship - Support Warehouse

About Support Warehouse:

Support Warehouse is a UK-based IT services company that specialises in managing and renewing hardware support and warranty contracts for businesses. They serve thousands of companies worldwide and operate as part of a broader technology-services group focused on contract and revenue-lifecycle management.

About the role:

We are on a transformation journey of our digital landscape, with investment in our IT provision, a new CTO onboard, focus on building a strong IT team. It is recognised that our digital landscape is a critical part of our overall business growth strategy. Our colleagues across the business are very receptive to improving our IT systems and highly motivated to embed improvements for collaborative success.

The IT Support Apprentice is responsible for handling all 1st line support, service requests and incidents. This relates to all technology, including workstations, printers, software and cloud services. This role will interact will all areas of the business and building relationships with internal and external stakeholders is key.

Responsibilities:

• Act as 1st line support for the helpdesk, taking calls, logging tickets, providing basic troubleshooting and fault-finding tasks, then escalate as required – working with a senior to solve the issue
• Setting up/installing new equipment, software, hardware, peripherals, upgrades, and components
• Using Microsoft Intune to build and deploy user laptops and devices
• Creating new user accounts within Office 365 and other cloud services
• Understanding IT and Security policies and communicating to others as needed
• Assisting with the diagnosis and resolution of basic PC, printer, peripheral and software faults
• Aiding with the support of our internally developed systems
• Updating and creating knowledge base articles for both end users and IT staff
• Recording hardware assets on the IT Asset Register
• Decommissioning old hardware for recycling (WEEE compliance)
• PAT Testing hardware
• Providing IT training to new and existing members of staff
• Aid with office equipment moves
• Aiding senior members of the team with new IT projects
• Maintain IT equipment stock levels
• Aid with the procurement of IT hardware

Desirable skills:

• Putting our customers first and giving a fantastic customer service to our colleagues. This role will be both in person and remote support
• Work as ONE Team, building collaborative relationships with internal and external stakeholders
• Aim to strive for better – challenging how we do things and seeking to improve
• Strong organisational, time management skills and attention to detail
• Exceptional customer service focus – puts the customer at the heart of what they do
• Excellent interpersonal and communication skills – able to build relationships quickly, good listening skills
• Capacity for taking initiative when needed - proactive approach to work and demonstrates the ability to problem solve
• Personal resilience demonstrated through the effective management of difficult or more complex tickets/ issues - investigating and taking ownership of issues through to resolution
• Focus on continuous improvement – curious about new developments and ideas in the wider IT arena
• Good team working behaviours alongside the ability to work independently
• Ability to prioritise workload and carry out multiple tasks simultaneously
• Flexible approach to work with a focus on delivery to deadlines and high standards

Entry requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
• You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
• If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

Working hours:

37.5 hours per week. This role must be office based for a minimum of 3 days per week, with some flexibility as required (note: during probation period, 5 days office working is expected)

Benefits:

• Competitive salary
• Growth culture:Thrive in a culture that champions excellence, encourages growth, and embraces diversity
• Wellbeing:Access to Wisdom Wellbeing App, Health Assured Employee Assistance Programme, cycle to work scheme, access to discounts to health products and services
• Generous leave:25 days annual leave plus your birthday off! Also, 8 bank holidays on top
• Flexible working:Hybrid/flexible working opportunities
• Benefits:Contributory pension scheme, regular team events e.g company off site days
• Prime location:Leeds city centre location (5 mins walk from the train station)
• Office perks:Fabulous office with amazing views, free fruit, and proper coffee!
• Team environment:Social and diverse team

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

How to apply

To apply for this role and to find out more, please click on the apply button. Please note that applications may close before the application deadline, so apply early to avoid disappointment.