ICT Apprentice

As the first point of contact for our customers, you will provide technical assistance via telephone, email, and live chat while developing the skills required to support cloud-based systems, networking, operating systems, and modern workplace technologies.

You will work towards the Level 3 Apprentice Information Communications Technician, gaining industry-recognised skills and certifications alongside practical workplace experience.

Key responsibilities are as follows - 

Provide first-line technical support via phone, email, and live chat. Log, update, and manage support tickets within the service desk platform. Troubleshoot common IT issues relating to hardware, software, cloud services, and networking. Escalate incidents and service requests to senior engineers where required. Assist with device setup, configuration, and maintenance. Support Microsoft 365 applications and user account administration. Monitor customer systems and respond to alerts generated by monitoring tools. Maintain accurate technical documentation and knowledge base articles. Communicate technical information clearly to non-technical users. Follow service desk processes, procedures, and security policies. Participate in apprenticeship training and complete all required coursework and assessments.

Training:

Once the training plan has been agreed, the structured training will take place at work, whilst the apprentice is employed. Apprenticeship training will be delivered by our training partner, Bragd LLP. 

Training Outcome:

To be confirmed upon appointment.

Employer Description:

Coffee Cup Solutions is a Wokingham-based managed IT services and consultancy provider with over 10 years’ experience supporting organisations across the UK.  We deliver managed IT support, cyber security, cloud and MS 365 solutions, and offer software development and strategic IT consultancy, with a strong focus on proactive service, security and long term client partnerships.

Working Hours :
Monday to Friday, either 9.00am to 5.30pm or 8.30am to 5.00pm. To be confirmed.

Skills:
Communication skills,IT skills,Attention to detail,Customer care skills,Problem solving skills,Administrative skills,Number skills,Logical,Team working,Initiative,Patience,Time management skills,Willingness to learn