1st Line Support Engineer Apprentice

The role applies established support processes, diagnostic techniques, and product knowledge to resolve straightforward and moderately complex issues independently, and to support the escalation of more complex issues to senior support or specialist teams. The role plays a key part in maintaining customer satisfaction, protecting MERAC’s reputation, and contributing to continuous improvement through documentation and knowledge sharing.The role requires developing a good working knowledge of all core MERAC products and services and developing knowledge of selected non-core products, applying logical and methodical problem-solving skills, and collaborating effectively across distributed teams.KPIs• Resolves, or escalates 80% of helpdesk tickets or customer issues:o in less than 10 interactions with the client; ando In less than 2 working days.Critical skills in this role:Autonomy (AUTO) – Works under routine direction. Receives instructions and guidance, has work regularly reviewed.Application support (ASUP) - Assists with specified maintenance procedures. Assists in the investigation and resolution of issues relating to applications.Incident Management (USUP) – Provides first line investigation and gathers information to enable incident resolution and allocate incidents. Gathers information to enable incident resolution and allocates incidents according to established procedures. Escalates incidents as necessary.Advises relevant people of actions taken. Communicates with users and stakeholders to provide updates on incident status.Assists in maintaining records and documentation related to incidents.• Problem Management (PBMG) – Assists with root cause data collection and documentation.• Change Control (CHMG) – Follows defined change and release processes where applicable.• Customer Service Support (CSMG) – Maintains effective customer relationships and service quality.KnowledgeUnderstanding of standard application support concepts, incident lifecycles, and service management practices.Basic knowledge of Support and Service Management related bodies of knowledge, such as ITIL• Maintain a calm and professional manner when dealing with, sometimes stressful, situations or customers ensuring that when necessary issues are escalated according to documented processes. • Respond to customer, partner, and internal support requests across multiple channels, logging and managing cases in line with agreed processes and SLAs.• Prioritise, investigate, and resolve straightforward and repeatable incidents and service requests using documented procedures and known solutions.• Proactively gather and validate information from customers to support effective diagnosis and timely resolution.• Take ownership of assigned cases through to resolution, coordinating with other teams where required and ensuring clear accountability.• Provide clear, concise, and timely updates to customers, managing expectations around progress and resolution timescales.• Perform initial functional and technical investigation using defined troubleshooting approaches and tools.• Accurately document issues, actions taken, and outcomes to support escalation, root cause analysis, and future reference.• Identify known issues and apply documented workarounds, escalating issues that exceed individual capability with high-quality handover information.• Adhere to established support processes and quality standards to ensure consistent and repeatable outcomes.• Contribute to team knowledge sharing and continuous improvement by maintaining documentation, identifying recurring issues, and suggesting process or tooling improvements.Weekly wageStarting at £8 per hour with regular reviewsWorking Patterns9-5.30 per working day per week across 7 days - shifts to be agreed in advance