IT Support Technician Apprentice

Weekly Hours Worked: Monday - Friday : 09:00 to 17:30About Company:V12 Tech are a small IT support company, (Managed Solutions Provider or MSP) that provides support to SME's mainly located in the south east of England.Full DescriptionV12 Tech provide great IT support to small to medium businesses enabling you to focus on running your business.V12 Tech were formed by an experienced team of IT professionals who felt that they could bring their decades of expertise supporting businesses from the very smallest to large multinationals together and provide a great value, great service offering for clients of any size.The role will initially be based at the office at The Cottage, HP5 3RB with Jamie and myself but there is an expectation that over time once they are comfortable and competent in the role that they will work from home a couple of days per week so they will also need a work area at home that they can use as we work at mixture of flexible office and home based working. Travel via public transport to Ashley Green is limited so they would ideally need their own transport. V12 Tech is a small company, which brings with it the benefit of flexibility and close working plus exposure to a variety of roles and experiences where the persons contribution to the success of the business is very noticeable. We have taken three apprentices through the company already so have experience of what is required of us as employers to support them and both of the apprentices became full time employees with us at the end of their apprenticeships. The salary will rise according to age/experience and as they progress through their apprenticeship and although this is predominantly a telephone/email/support ticketing based support role, so a good telephone and good interpersonal skills are essential, there will be opportunities in future to attend client sites to gain first-hand experience of this side of the role. There will be ample opportunity for study time between support and eventually project work and we will work closely with them during their early time with us to ensure that they have the necessary training to handle the support issues. We do expect them to be quite self-motivated so would need to be comfortable managing their own day/time to incorporate the necessary study time whilst still ensuring any work assigned is completed.Duties and Responsibilities Provide a focused first line help desk support service to all customersManage the ticketing system and escalating issues where neededPrioritise tickets based on business impact and severityProvide technical support for software/hardware/hosted issuesInstalling and configuring new installations and hosted deploymentsTroubleshooting issues over the phone or using remote softwarePerform daily operations such as server monitoring and proactive checks for our customersEnsuring customer documentation is kept up to date