IT Apprenticeship

Ready to break the ice in IT?

We are working in partnership with Red Penguin IT in their search for an IT Apprentice! With combined over 30 years of IT experience, this is a fantastic opportunity to join a small IT business based Nottingham. Not only is this an opportunity to begin your career in IT but a chance to become a huge part of the businesses growth moving forward! Red Penguin have a fantastic reputation with their clients providing a personal approach to IT solutions for each of them!

As an apprentice you will be focusing on providing 1st line support, responding to helpdesk tickets and customer enquiries, troubleshooting software issues, conducting password resets and other technical tasks. As well as the in house support you will also have a specialist coach from Baltic Apprenticeships to support you in your journey. In this role there is a massive opportunity to grow and develop your career, within 12 months you will have the opportunity to take control of the helpdesk and take your career to the next level!

In this role, you’ll work towards your Level 3 Information Communications Technician qualification delivered by our expert training team at Baltic Apprenticeships.

A Typical Day in the Job:

• Provide VIP service to existing clients.
• First response on the helpdesk solving technical queries over the phone and via the ticketing system using a variety of automation and remote management tools.
• Swiftly identify issues and fix supported systems.
• Quickly escalate any challenges that cannot be resolved by 1st line.
• Log the agreed amount of time each week against assigned tasks and complete weekly timesheet.
• Clearly document and record time for all conversations, research and solutions provided on each ticket.
• Classify and escalate any change or sales requests being made on tickets.
• Contribute to projects and attend client sites as required.
• Meet SLA's including call answering, first response times and logged hours.
• Follow SOP's and assist in the ongoing documentation of business processes and procedures.
• Share ideas and best practice with colleagues and peers.
• Update client databases with any changes as you become aware of them.
• Actively contribute to social media content and other business marketing where required.
• Support the Lead Engineer for assigned clients.
• Maintaining cleanliness and tidiness in the office environment.

You will become experienced in listening to client's needs and providing a supporting ear to – if not advise, commit to understanding, and responding back to clients once technical clarification has been obtained.

Full training and support will be provided by your workplace mentor and from the Baltic team.

Salary, Hours & Benefits:

• £16,000-£18,000 per annum.
• Monday to Friday 9am-5pm.
• 20 days of annual leave plus Bank Holidays.
• Vitality Health Insurance; includes discounted gym, fitness and other retail benefits.
• Team lunch 1 day per week.

Desired Qualities, Skills and Knowledge:

• Good listener and keen learner.
• Good existing IT skills.
• Experience using Microsoft Windows and/or MacOS
• Familiarity with Cloud bases systems such as Office 365.
• Interest in technology.
• Keen attention to detail and accuracy.
• Knowledge of the phonetic alphabet is desirable.
• Good typing skills, grammar and spelling.
• Confident phone manner and excellent communication skills.
• Previous experience working in a customer facing role desirable.
• Efficient with Microsoft Office package.
• Ability to work well in a team and to use your own initiative.
• High levels of organisation.
• Touch typing skills, or the ability to type quickly and to a good level of accuracy is desirable.
• A full UK Driving licence and own transport is required for this role.
• Grade 5/C in GCSE English and Grade 4/C in GCSE Maths

Scope for Development:

Red Penguin don't believe in standing still and are always learning and striving to make their services even better. They encourage their teams to use opportunities provided for personal and professional development. The pathways for growth could include but are not limited to the following areas:

• Level 4 pathways.
• Microsoft 365 Certifications or other certifications relevant to their business activities.
• Advanced Driving qualification.

Your Training with Baltic:

This apprenticeship provides the skills, qualification and experience you need to immerse yourself within an exciting, fast-moving industry and become an effective IT Support Technician.

Next Steps:

If this sounds like the role for you, send us an application! Once we receive your CV, one of our team will be in touch to help you with the next stage. The application process includes an informal chat with our recruitment team, followed by a more formal employer interview if shortlisted. 

Eligibility Criteria:

You must have the right to work in the UK, and valid residency status to apply for this apprenticeship. 

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