Apprentice, IT Help Desk

About the Role

The Apprentice will be a vital part of our Corporate IT team, offering technical assistance and support to business users. This role is office-based and primarily involves remote support, ensuring smooth operations for our users. The successful candidate will work in a 24x7 rotational shift pattern, responding to calls and emails for technical and functional support, and driving issues towards resolution.

Key Responsibilities

• Provide remote technical support to business users, identifying and researching issues.
• Operate in a 24x7 shift pattern, ensuring round-the-clock support.
• Respond to calls and emails for technical and functional support, including troubleshooting and report generation.
• Document and track issues, ensuring timely resolution of service center tickets.
• Meet defined service level agreements for resolving service requests and incidents.
• Collaborate with internal IT teams, providing documentation and access support.
• Process security forms and assist with application and network performance KPIs.
• Maintain excellent communication with users and internal teams.
• Demonstrate problem-solving skills and attention to detail in issue resolution.

Requirements & Tech Stack

• Windows 11 OS
• Active Directory
• MS Office
• O365
• Windows 11 (preferably)
• Linux (preferably)
• Microsoft certifications (desirable)
• Cisco certifications (desirable)
• ITIL certifications (desirable)

Qualifications

• Bachelor's degree in Computer Science or equivalent experience.
• 0-6 months of IT support or call center experience.
• Excellent communication skills in English, both verbal and written.
• Ability to work independently and adapt to rotational shifts.
• Teamwork and interpersonal skills.
• Analytical and problem-solving skills.
• Organizing and planning skills.
• A proactive and customer-centric approach.