Support Consultant Appretice in Fareham

Infinigate Cloud is an award-winning cloud distributor and Microsoft Indirect Provider offering a value-add service to customers with a portfolio of cloud, managed and professional services. Infinigate Cloud places ‘people’ at the heart of all we do – whether that is our partners, their customers or the wealth of carefully selected subject matter experts that make up our team. Our purpose is to help our partners grow profitable, future-proof cloud businesses achieving sustainable and long-term growth. Infinigate Cloud is only successful if our partners are successful.

Role Purpose

As a Support Consultant Apprentice, you’ll be right at the heart of supporting our partners—helping them make the most of our services while building your own skills along the way. From answering inbound enquiries to providing hands-on technical support, you’ll play a key part in delivering a smooth and positive experience. You’ll get involved in onboarding partners onto our cloud portfolio, guiding them through platforms and vendor portals, and ensuring they feel confident every step of the way. We are pleased to offer this role as an 18-month fixed term contract based in our Fareham office on a hybrid basis. We are partnering with leading tech trainer, QA to offer a level 3 Microsoft Azure Apprenticeship qualification included in this role.

Duties & Responsibilities

• Technical Support
  • Primary point of contact for our partners, responsible for providing reactive technical support by efficiently responding to inbound enquiries, primarily by answering inbound phone calls, responding to emails, and raising the resulting support tickets accordingly.
  • Providing technical assistance, guidance, and advice on using products and services in the Infinigate Cloud portfolio.
  • Overall accountability for proactively managing support enquiries, taking ownership of support tickets from an initial first contact through to a satisfactory resolution.
  • Accountable for the management of escalations within other business units and 3rd party vendors, ensuring that updates are delivered with clear and concise communication, within an appropriate time frame.
  • Accountable for the accurate scoping and implementation of new provisions, changes to services and partner onboarding onto Infinigate Cloud’s platforms for our partners, delivering an efficient and professional service in a timely manner, within SLA and to business KPIs.
• Partner Satisfaction
  • Provide an excellent level of customer service, ensuring a world class customer experience, resulting in maintaining or improving upon our world class Net Promoter Score (NPS).
  • Deliver professional, timely, and clear communications to both our internal teams and external partners for all support tickets, resulting in higher efficiency and productivity.
  • Continually reviewing, recommending, and implementing opportunities for improvement, to protect and enhance the partner experience, consequently driving improvements in satisfaction.
• Non-Technical Support
  • Responsible for ensuring the use and execution of all processes and work instructions relevant to the role, identifying opportunities for improvement of processes and assisting with any supporting documentation where appropriate.
  • Actively increase own knowledge of all products and services in our portfolio, including vendor products and our internal systems.
  • Proactively sharing knowledge gained with the rest of the team internally, and externally with our partners to educate and upskill, including creation of knowledge articles.
  • Ensure that team priorities are delivered within SLA, including the ongoing management of tickets in your workload, meanwhile ensuring your availability to prioritise inbound calls, ensuring appropriate handovers are produced when required.
  • Responsible for ensuring that you are picking up appropriate tasks of your own volition, working with the wider team to achieve department targets.

You may be required to undertake other general duties / reasonable requests, as required by business needs, details of which will be provided to you at the time the duties / requests are required.

General Skills

• Exposure to a similar working environment or an achieved qualification at A-level, BTEC or degree level in a relevant IT subject.
• GCSE Maths and English, grade A to C or level 4 (or equivalent).
• Competent PC user with strong Microsoft Office suite skills.
• Demonstrable interest in IT with an aptitude for technical troubleshooting.
• Able to demonstrate strong written and clear verbal communication skills.
• Able to demonstrate excellent organisational and time management skills.
• Excellent customer service skills, taking ownership of issues from reporting through to resolution to promote partner satisfaction and positive feedback.
• Demonstrable experience in handling difficult and complicated issues, turning a negative issue into a positive partner outcome.

Personal requirements

• Infinigate’s values underpin a strong collaborative working culture and successful inclusive working environment.
• Own it! Solution focused, takes accountability for own actions, and constantly strives for greater results.
• Aim high! Methodical, accurate, analytical and have a keen attention to detail.
• Be open! Demonstrates a positive attitude and willingness to embrace company values.

£24,785 salary per annum + variable commission. 25 days annual leave rising to 28 days with length of service, plus bank holidays. Day off on your birthday. Electric Car Lease Scheme. Life assurance of 4 x basic salary and group income protection from start date. 5% employer matched pension contributions after 3 months service. Individual cover for private medical insurance and healthcare cash plan following successful completion of probationary period. Hybrid working arrangements and standard office working hours are 9am – 5.30pm. Employee assistance programme for practical and emotional support. Free parking and complimentary refreshments onsite.

Infinigate Group are committed to creating a diverse and inclusive workplace where differences are not only accepted but also valued and appreciated.