IT Support Apprentice

QA Apprenticeships•Sheffield, Yorkshire and the Humber

6d•£18,000 - £20,000•Onsite

About The Position

Based in the Sheffield office, the IT Support Apprentice provides technical support to clients and helps ensure the reliable performance of VoIP and IT services. The role involves diagnosing network and VoIP issues, maintaining customer systems, carrying out checks and updates, and recording customer interactions and resolutions. The successful candidate will work with the technical team and deliver clear, helpful support to users. The apprenticeship requires 3 GCSEs (or equivalent) at grades 4+ (A–C) in any subject and GCSE Maths and English (or equivalents) at grades 3+ (D or above). Prospective apprentices must not already hold a qualification at the same or higher level as this apprenticeship in a similar subject. Working hours are 9am–5:30pm. Wayvtalk describes itself as an equal opportunity employer and offers a competitive salary, comprehensive benefits, and a dynamic work environment. The posting notes that 90% of QA apprentices secure permanent employment after completing their apprenticeship.

Requirements

Experience with network diagnostics, network analytics tools, and troubleshooting techniques.
Excellent problem-solving and analytical skills.
Strong communication skills and the ability to provide clear instructions to non-technical users.
Ability to work independently and manage multiple tasks simultaneously.
Commitment to providing high-quality customer service.
3 GCSEs (or equivalent) at grades 4+ (A–C) in any subject.
GCSE Maths and English (or equivalents) at grades 3+ (D or above).
Must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject.

Nice To Haves

Experience in VoIP support and networking; knowledge of VoIP technologies is preferred.
Familiarity with IT and MSP support.
Experience managing and supporting remote users and office networks.
Ability to conduct training sessions for users on new systems and features.
Experience with ticketing systems and ITIL frameworks.
A proactive approach to identifying and resolving potential issues before they affect customers.

Responsibilities

Provide technical support for telecommunications services and resolve issues promptly and thoroughly.
Diagnose and troubleshoot network and VoIP system issues.
Monitor and maintain the performance of customers' systems and services.
Conduct regular system checks and updates to support service reliability.
Collaborate with the technical team to enhance system capabilities and address systemic issues.
Keep up to date with technologies and industry best practices and recommend improvements.
Maintain detailed records of customer interactions, issues, and resolutions using the case system and database.