Support Analyst Apprentice – 18 Month FTC

Colchester - United Kingdom

Hours: Full time (40-hours per week, including the 20% study time per week, equivalent to 1 day per week)

Location: Colchester (minimum of 3 days per week in the office)

Contract type: 18-month FTC (may potentially extend to perm role)

Reports to: Head of IT & Support

Are you ready to kick-start your career in IT and customer support? Do you thrive on solving problems and helping people? If so, we have the perfect opportunity for you to join our dynamic team as a Support Analyst Apprentice! As an apprentice, you’ll receive hands-on training, mentorship, and the chance to develop invaluable technical and communication skills.

About us and the role:

Enigen is a multi-award-winning Oracle Partner, delivering CX and Supply Chain Management (SCM) technology implementations across a wide range of sectors. With over 15 years’ experience, Enigen has one of the largest portfolios of customers implementing Oracle applications. The role is responsible for the end-to-end management of support tickets raised by customers for products across the Oracle CX platform, working closely with all members of the Managed Services & Support team. This role also includes the management of IT support tickets raised by the internal Enigen team. This will include communication with customers to obtain the necessary information to review and resolve tickets, configuration and development of customer environments, and escalation to the product vendor (Oracle) as necessary. Continual skill development is a key expectation for this position, to meet current and future support needs in an expanding area of the company.

Key responsibilities include:

• Managing and documenting help desk tickets
• Assessing and resolving tickets by configuring or developing supported applications
• Liaising with customers via phone, email, ticket, and video conference, including delivering service and ticket updates/presentations
• Following support processes and tracking against SLA’s
• Working closely with the Managed Service & Support Manager to identify, escalate, and resolve support enquiries as necessary
• Developing personal skills across the current and upcoming Oracle applications in line with business strategy
• On-going collaboration with the support team to share knowledge and identify development needs
• Raising and managing service requests with Oracle for supported products
• Managing internal IT support requests
• Supporting marketing and brand activities.

The list of main activities is not exhaustive, and the post holder may be required to undertake other relevant and appropriate duties as reasonably required.

Desirable experience and skills:

• Excellent written and verbal communication and customer service skills, the ability to build and maintain relationships
• Strong organisational skills, and an ability to multitask
• Willingness and desire to learn
• Demonstrable interest in technology
• The ability to work independently when required, as well as part of a team. Must be a team player and able to work collaboratively with others
• Knowledge of object-oriented languages and simple database structure/relationships would be beneficial but is not mandatory

Qualifications required:

• GCSE grades 9-4/A*-C (or equivalent) in maths and English

Benefits:

• Private Health
• Group Pension Plan
• Life Assurance
• Employee Assistance Programme
• Headspace Subscription
• Birthday Leave

About our Apprenticeship provider, Colchester Institute and the Level 3 Information Communications Technician course:

Colchester Institute is the largest college provider of apprenticeships in Greater Essex and can boast achievement rates higher than national averages. The Level 3 Information Communications Technician (ICT) apprenticeship is designed for apprentices looking for a career in the operation of IT, including hardware and software. The primary role of an Information Communications Technician is to support internal and external customers, helping them to be productive when using technology to do their jobs, by using tools to problem solve and troubleshoot non-routine problems.

College Attendance:

Attendance at Colchester Institute college one day per week (Wednesday) 9:00am to 13:00pm. In addition to this, approximately 4 hours of self-study and work-based evidence gathering per week will also be required.

Enigen UK is an equal opportunity employer and is committed to a policy of treating all its employees and job applicants equally. We will avoid unlawful discrimination in all aspects of employment, including recruitment and selection, promotion, transfer, opportunities for training, pay and benefits, and all other terms of employment. Enigen UK strives for an inclusive workplace where all forms of diversity are valued, including gender, race, religion, ethnicity, sexual orientation, gender identity, gender expression, age, disability, or background.