Bright Office Ltd

IT Support Apprentice - Advanced (Level 3)

Bright Office Ltd (Employer)

Nowskills (Training Provider)

Weekly wage £155.63
37.5 hours per week Monday - Friday, 08:30 - 17:30.
15 months (duration)
14 December 2020(start date)
Infrastructure technician (apprenticeship standard)
Digital (route)
7 December 2020 (application closing date)
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Job Description

Your role as an IT Support Apprentice will be to provide high quality 1st line support for our customers and help us drive our customer success strategy. Working in a team you will be dealing with our customer queries via telephone and emails using our ticket management system.


You will be expected to offer excellent customer service and support, so good communication skills, the ability to prioritise and a passion for customer service is essential. We are committed to providing a high-quality, professional, and proactive service to our clients and so should you be.

Ensuring that all calls and emails are answered promptly, and that all requests are dealt with appropriately will ensure your success.

Key responsibilities will include:

  • Handling incoming calls and tickets raised by our customers
  • Analysing customer issues and queries including fault replication
  • Ensuring issues are logged with accurate and detailed information
  • Managing tickets according to our agreed SLAs
  • Escalating issues to the 2nd line support team where appropriate with full supporting documentation
  • Keeping customers regularly updated on ticket status including updates from 2nd and 3rd line support
  • We operate a see it say it fix it approach to service improvement and you will be expected to contribute and speak up when required

Future Prospects

After completing your apprenticeship you may be able to progress onto a higher full-time role within the company. 

Skills Required

  • Good written and verbal communication skills.
  • Effective time management skills
  • Ability to think logically and troubleshoot
  • Relevant experience in a customer support role
  • Good IT skills

Qualities Required

  • Willing to learn
  • Passion for IT
  • Ability to learn new technology and systems

Qualifications Required

In order to be eligible for the apprenticeship, you will need the following:

  • GCSEs at grades C/4 or above (or equivalent) in maths and English
  • A demonstrable enthusiasm to work as an Infrastructure Technician - you will need to provide evidence of work or evidence that you are passionate about all things IT

Training Provided

Level 3 Infrastructure Technician apprenticeship standard, which includes:

  • MTA Networking Fundamentals 
  • CIW Internet Business Associate 
  • MTA Windows Server Administration Fundamentals 
  • City & Guilds Level 3 Award in Coding and Logic

You will do 80% of your training in the company we place you in, 10% independent training, guided learning and monthly tutor sessions in the workplace. The other 10% will be classroom-based training in either of our Manchester of Liverpool centres with other apprentices depending on your location.

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