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1st Line It Support Apprentice

Employer description: 

Comtact is a well-established technology company focused on delivering cybersecurity and infrastructure managed services to some of the UK’s best-known companies. We are expanding our 24x7x365 support desk and looking for motivated individuals to join our team. 


We are looking for someone to provide our customers with an exceptional level of customer service & support working 4 on 4 off shift patterns (4 days/nights on 4 days/nights off). 

Main role and responsibilities: 

Answer queries both via the phone and email. 

Typical duties will include: 

  • 1st Line support of IT, Telecoms, and Networking Systems
  • Receive and respond to queries from customers via both phone and email
  • Log and document all issues on the CRM
  • Identify and resolve incidents within agreed SLAs  
  • Take responsibility for all assigned incidents and projects
  • Respond to automated monitoring system alerts, following run books to take corrective action and/or escalation as required
  • Undertake IT system changes to ensure continuity of service as required, following company change management processes (for example the installation of Microsoft updates)
  • Support and update customers on fault progress and planned actions
  • Manage 3rd party suppliers to resolve customer issues 

Desirable skills & experiences: 

  • Windows Server / Active Directory  
  • Networking / DNS / DHCP 
  • Telephony / VoIP / SIP 
  • Office 365 / Azure 

Desired qualifications: 

  • 5 GCSE’s, grades A*-C/9-4 or equivalent (including English Language and Maths) 

Working week: 

Shift work (7am-7pm and 7pm-7am) based on 37.5 hours per week.

What We Offer: 

  • Fast career progression opportunities
  • Excellent training and self-development opportunities
  • The opportunity to join a growing company at a pivotal point of our evolution
  • A great environment to work in where team spirit and your contribution will always be rewarded  

Package and Benefits: 

  • Excellent training and self-development opportunities
  • Flexible working hours and Casual Dress
  • Creative and Collaborative environment designed to help you do your best work
  • Work with an experienced team that have all previously driven high growth companies
  • The opportunity to join a growing company at a pivotal point of our evolution
  • Subsidised gym Membership
  • Company Events and social hours
  • A great environment to work in where team spirit and your individual contribution will always be rewarded.
  • Year-round fruit and refreshments, freely available to everyone.
  • Pizza Tuesday – every other Tuesday every month
  • Regular team building events
  • Access to learning, wellness and fun events through our Spaces offices.
  • Company open feedback process – tell the team how we can, and the company can improve
  • Birthday day off as extra holiday
  • 5- and 10-year service awards
  • Bi-annual awards for great performance with prize-giving.
  • Charity day – one day off for you to help a charity of your choosing
  • Structured training programmes set with your manager to ensure your thirst for improvement is met and desire for career progression is recognised and facilitated.
  • Opportunity to attend vendor events in UK 
  • No upper limits or glass ceiling with management opportunities for those who wish to pursue these 

Important Information: 

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education. 

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years. 

1st Line It Support Apprentice

Milton Keynes, UK
Apprenticeships, Advanced Apprenticeship

Published on 2 Jun 2020