IT Support Apprentice

Since 2001 Allware Systems have supported a wide range of clients with their IT services throughout the UK. Allware’s organisation focus is to be customer led, by supplying solutions that meet our customer’s needs. The ever-changing world of technology means that we constantly adapt our resources to support the latest technology breakthroughs and offer cutting edge solutions. We have a highly trained team of engineers on call that can help with a diverse range of problems and advise on the right solution. Security is one of our core areas of focus and we have a number of qualified security advisors to help review existing systems and advise on how to improve security. About the role: We are looking to add an apprentice to be an active part of the helpdesk team. The main focus will be around IT support. You will answer end-user support requests received via email, online forms and the telephone. Working at the forefront of the support department, you will prioritise and log support requests, liaise with clients to diagnose and fix problems and escalate issues to more experienced engineers where necessary. Responsibilities: Answer telephones and email, log calls, identify urgency and impact, ensure timely resolution of jobs 1st level support – solve simple queries Routine housekeeping on servers; eg backups, anti-virus, updates and renewals Grow technical knowledge and ability to solve problems and provide on-going support for clients Check-in orders, prepare jobs for invoicing Initial credit control Assist 2nd level support technicians Call clients to keep them informed of progress and ensure they are satisfied with our work Correctly identify customer needs and future needs and convert them into actions Desirable skills: Self-motivated with the ability to get on well with customers Have a confident and professional approach to their work Have a commitment to learning new processes Good interpersonal skills Good team player The ability to prioritise work loads A will