IT First Line Support Level 3 Apprenticeship - TechMonkeys

IT First Line Support Level 3 Apprenticeship - TechMonkeys

About TechMonkeys:

TechMonkeys are an MSP based in Wakefield who are looking to recruit an IT apprentice to join their fast-paced dynamic team. Founded in 2011, we pride ourselves on delivering excellent customer service and rapid response times to our customers IT problems.

About the role:

The First Line Support Apprentice will provide initial technical assistance to colleagues experiencing IT related issues. You will be enrolled on to the QA Microsoft Azure Cloud Support Specialist - Level 3 ICT Apprenticeship and you will be providing predominantly remote 1st line support to our varied customer base across Yorkshire. This entry level role is ideal for individuals looking to start a career in IT, offering hands on experience alongside a recognised apprenticeship qualification.

The right individual will be a people person and will enjoy interacting with others on the phone and face to face. We are not necessarily looking for someone with IT experience as full training will be provided. However, we are looking for someone who is polite, has great telephone manner, logical thinker, can remain calm under pressure and who has an interest in IT.

Responsibilities:

• Act as the first point of contact for IT support queries via telephone, email, or the service desk system
• Log, categorise, and prioritise incidents and service requests in line with ITIL best practices
• Provide basic troubleshooting for hardware, software, and connectivity issues
• Escalate more complex problems to second-line support or specialist teams
• Assist with user account administration, including password resets and access permissions
• Support the installation and configuration of IT equipment under supervision
• Maintain accurate records of all work carried out and solutions provided
• Deliver excellent customer service and communicate effectively with staff at all levels

Desirable skills:

• Genuine interest in IT and technology
• Good problem solving and analytical skills
• Strong communication and interpersonal skills
• Ability to work as part of a team and follow processes
• Willingness to learn and develop new skills
• Basic understanding of computers and common software applications

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:

40 hours per week

Benefits:

• 25 holiday days plus birthday and bank holidays off
• Opportunity for career progression within IT support or related fields
• Additional training and support

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.