1st Line Support Apprentice

The Opportunity

Atosare investing in our future by investing in yours. We haverecently announced our intentions to provideservices to many of our customers through UK baseddeliverycapability offeringlong-term careers within the communitiesof Birminghamfrom where weoperateand will grow our business from over the next decade.

The Role

Are you the person your friends and family turn to when their computer breaks Do you have a passion for technology and a desireto develop a career in IT

We arebuilding a team to provide IT Support and Services to one of our critical public sector clients with users across the UK. Theinitialteam willwork as1st Line SupportDeskAgentunder anApprenticeprogramme completing a nationally recognisedqualification while fulfillingyour role.

You will be the face (and voice) ofAtosfor our clients. You will be the first point of contact for users experiencing technical issues helping to resolve them quickly and efficiently.

Key Responsibilities

As an apprentice you will gradually take on more responsibility as your skills grow. Your day-to-day will include:

• Being first Point of Contact:Answering incoming calls emailsticketsand web chats from clientsregardingIT issues.

• Incident Logging:Accurately logging details of faults and requests into our Service Management tool.

• Troubleshooting:Diagnosing and resolving basic technical issues such as:

• Password resets and accountunlocks.

• Software installation and Microsoft Office/365 queries.

• Basic hardware faults (Laptops Printers Peripherals).

• Escalation:Identifyingcomplex issues that need to be passed on to 2nd or 3rd line support teams.

• Customer Service:Keeping users updated on the status of their tickets and ensuringhigh levelsof customer satisfaction.

• Learning:Dedicating 20% of your working hours to your apprenticeship studies workshops and coursework.

Who We Are Looking For

You do not needpreviousprofessional IT experience. We hire forpotential and attitude.

Essential Skills & Attributes:

• Communication:Excellent verbal and written English skills. Youwill be explainingtechnical things to non-technical people.

• Passion for Tech:A genuine interest in IT computers and how technology works.

• Problem Solving:A logical mind that enjoys figuring out puzzles and fixing things.

• Empathy:Patience and a desire to help people who are frustrated with technical problems.

• Team Player:Willingness to ask for help and support your colleagues.

Minimum Entry Requirements:

• Maths and EnglishGCSE Grade 4/C or above.

• You must have the right to work in England and have lived here for the last 5 years.

Location:

Birmingham Business Park (Onsite)

What We Offer You

Atos is committed to helping you build a long-term career. Upon successful completion of yourinitialapprenticeshipour Internal First policy will enable you to express interest in further roles across our businessareas including AI Cyber Security or Cloud Engineering.

• Training:Full support to achieve your Level 3 Apprenticeship qualification.

• Mentorship:Coachingteamleadershipand pastoral careto support your development.

• Benefitsinclude:

• Competitive apprentice salary.

• 25 days annual leave bank holidays.

• Private medical insurance and pension scheme.

• Employee discounts (retail cinema travel).