First Line Support Analyst Apprentice

Firebrand Training Ltd
£16000 - £18000/annum
08 Jul 2017
07 Aug 2017
Contract Type
Full Time
An excellent opportunity is available for a technology enthusiast looking for a new career in IT support. Based out of our office in Luton, you will be part of a growing team providing technical support for digital dictation systems on behalf of a global manufacturer. This is a 1st line support role involving answering customer calls, responding to e-mails and ensuring that all case data is logged accurately into the CRM system.

Who you’ll work for
From their base in Luton, the employer provides end user technical support for Professional Dictation products and their related software. This service is provided throughout the UK, Europe and the US, with focus on issue resolution for software and hardware. They also conduct product installation, training and consultancy. Working alongside the R&D department, they assist with application testing and product development.

As an ideal candidate, you will be self motivated and a logical thinker with the ability to investigate and resolve technical issues. You will also have good written and verbal communication skills, with the ability to convey technical concepts to customers of varying IT literacy. Your daily responsibilities would include:

Answer pre-sales and technical support queries via telephone and e-mail.
Accurate collection of customer information for entering into CRM system.
Processing orders for accessories and software licences.
Experience of Windows client operating systems is required, additional experience of Mac OS, server management and virtual platforms would be preferred. In-house training and support will be provided to ensure that you have every opportunity to develop your skills and advance your career. There may also be the possibility to join an apprenticeship scheme for the right candidate.

After gaining sufficient experience, you will become more involved with a number of technical projects including on-site visits, software testing, training and product development.

This is primarily an office-based role with some opportunities for national and international travel.

Free car parking.
Free lunch on Friday’s.
Free refreshments
Birthday holiday*
21 day’s holiday (including birthday) + national holidays.
What experience and skills do I need?
Required skills

4 Grade A*-C GCSE - one which must be an English qualification.
Self motivated and able to work to a deadline.
Team player – Keeping the objectives of the team and business in mind, providing assistance where possible.
Strong verbal and written communication skills.
Experience of Windows Client Operating Systems (Windows 7 & 10).
Desirable skills

Experience or qualifications in server management or virtual platforms e.g. Citrix/VMware.
Experience of working in a 1st or 2nd line IT support capacity.
Fluent in another European language.
Your Accelerated training programme
Firebrand offers a unique Advanced Level 3 IT Apprenticeship scheme. We provide the fastest award-winning IT training and certifications with on-going support - all with the ultimate goal of securing a long-term IT career. During your one-year programme, Firebrand provides residential training at our distraction-free training centre. Our accelerated training means you'll achieve certifications with partners like CompTIA, ITIL and Microsoft faster, giving you more time to put your new skills into practice within a professional working environment. You'll also be recognised by the British Computer Society (BCS) for entry onto the register of IT Technicians, confirming SFIA level 3 professional competence.

Future career prospects
By working hard and demonstrating your ability, drive and commitment throughout your 12-18 month apprenticeship scheme, upon completion you may be offered a permanent contract ensuring you have further opportunities to continue growing within this exciting organisation