Modern Apprenticeship | 1 Position available

1st Line Support


1st Line Support

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£12,000 per year Edinburgh Full-time (40 Hours) Spohrt Training 29/03/2020 SCQF Level 6

Job overview

A fantastic opportunity has arisen to join an IT company, we are looking for someone to join the support desk.

You will act as central point of contact between the customer and the IT service management. You will receive all IT incidents and provide 1st line support. you will be knowledgeable in regards to the setup and daily support of client hardware and software by taking ownership of issues.

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What will I learn?

You will be coached by your line manager and mentor. During your apprenticeship you will be supported to identify which areas of the business you would like to focus on your long term career in. They will invest time and money for you to get the best career opportunity and education possible.

Main responsibilities:

-Form part of the service and support team, being first line for UK and EU clients
-Handle client calls and requests in an efficient and timely manner
-Creation of training materials and support documentation
-Offer 1st and 2nd line support analysis of customer issues
-Work with other internal departments to provide feedback on customer needs and product requests
troubleshooting of software issues

What qualification or qualities are required?

Moderate PC administrations skills, understanding of basic networks, routers, port forwarding, Anti-Virus and Malware applications
A strong understanding of Windows Vista, Windows 7 and Windows 10
Excellent communication skills
A demonstrable methodical approach to problem solving
Strong prioritisation skills
work well individually and as part of a team
Understanding of service team requirements and call logging software

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