IT Apprentice

Cloud Telephony Support

Create, amend, and maintain cloud-based telephone system configurations

Process customer requests such as:

Name changes Call routing updates User and extension management Perform basic system changes on live environments, following agreed processes

Assist users with:

Password resets Login issues General system access problems

User Support & Training:

Provide first-line support to end users via phone, email, and ticketing system

Deliver basic to moderate user guidance, such as:

Explaining how existing features work Helping users understand the system functionality already in place Ensure issues are clearly logged, tracked, and updated within the internal CRM

Network & Connectivity Support

Support customer network connections by:

Running basic diagnostics via online provider portals Identifying common connectivity faults Booking engineer visits where required

Carry out basic network maintenance tasks, including:

Changing Wi-Fi usernames and passwords Configuring new routers prior to dispatch Preparing equipment for installation or replacement

Communication & Liaison

Speak directly with customers in a professional and confident manner Liaise with third-party providers for telephony and network services

Communicate updates, issues, and resolutions clearly to:

Customers Internal team members Maintain accurate records of all work completed in the CRM

Learning & Development

Gain hands-on experience supporting live customer systems Learn structured troubleshooting and escalation processes Shadow senior engineers and gradually assist with more complex technical issues Develop technical, communication, and problem-solving skills throughout the apprenticeship Build a strong foundation for progression into a 2nd Line Support role
 

 

Training:

Delivery to be completed on-site and 6 hours per week off-the-job training either at Barnsley College or your place of work. Student to complete an Advanced Technical Certificate as an Information Communications Technician Level 3 Apprentice. Functional Skills in maths and English, if required. 

Training Outcome:

Possible progression opportunities.

Employer Description:

Supplier of New and Fully Refurbished IT Hardware, Business Telephone Systems (VoIP & Cloud) and Business Mobile Phone Contracts.

Working Hours :
Monday to Friday - 8.30am-5.00pm.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Team working,Initiative,Patience