IT Apprentice

Employer Description:

BigHand is a leading software technology company with a big difference. It’s not just what we do, but how we do it. We specialise in speech, task delegation, document creation and process improvement solutions that help our customers achieve more in less time. Our vision is to be the industry’s preferred, most supportive, and helpful technology partner. We aim to achieve this by harnessing our genuine enthusiasm and skill for helping busy
people be more effective.

Vacancy Description:

• Present a calm, reassuring and positive attitude to all clients.
• Be the point of contact for all clients that contact BigHand support for technical
  issues.
• Diagnose software, hardware, laptop, desktop, server, and network related problems.
• Log all tickets and client interactions accurately in the CRM application; update and
  follow through with open tickets until a resolution or escalation is achieved.
• Assist the team in eliminating aged calls through negotiating appropriate resolution
  timeframes where issues cannot be resolved within the SLA.
• Provide technical subject matter expertise.
• Provide support for on-site consultants, project managers, sales team, and trainers.
• Create or update documentation, guides, or other tasks within the support area (e.g.
  technical knowledgebase & known problems)
• Identify and escalate potentially chargeable client support calls
• Escalate unresolved client support calls to lead/manager.

Desired Skills

• Two years front line Software and Hardware support experience
• Knowledge of Microsoft Client Operating Systems: Windows 10 and above
• Experienced with troubleshooting client desktop, laptops, software, and network
  issues.
• Knowledge of Smartphone Operating Systems (iPhone and Android)
• Knowledge of Terminal Services, Citrix, and other remote access solutions
• Knowledge of Virtual Machines, diagnostic software, performance monitoring,
  windows registry
• Basic understanding of relational databases such as MS SQL Server positive attitude towards dealing with people, with strong listening and questioning skills.

Desired Qualities:

• Ability to remain calm under pressure.
• Strong verbal and written communication skills
• A proactive approach to finding solutions.
• Has the ability to convey technical terms to a potentially non-technical audience.
• Keen attention to detail with a thorough approach
• Is enthusiastic, energetic, open, and helpful, with a can-do attitude.

Entry Requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

For more information please visit the UK ENIC website. 

Future Prospects:

• Full time opportunity available upon completion of apprenticeship programme

Important Information: 

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 

Apply now!