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For Companies At a Glance
- Tasks: Provide technical support and troubleshoot issues for customers and team members.
- Company: Join Phoenix, a leader in digital transformation and IT solutions.
- Benefits: Competitive salary with progression, on-the-job training, and a supportive culture.
- Why this job: Kickstart your IT career with hands-on experience and an apprenticeship qualification.
- Qualifications: Strong interest in IT, customer-focused mindset, and a desire to learn.
- Other info: Dynamic work environment with opportunities for growth and development.
The predicted salary is between 15600 - 26227 £ per year.
Overview
Phoenix enables digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud and hybrid infrastructures, data, AI, security, and collaboration tools.
We are seeking a Junior Technical Support Analyst to join our growing team. This position would be ideal for someone who is looking to start their career in IT or move industries.
Note: This is a Level 3 (A-Level equivalent) apprenticeship with the following entry requirements:
- 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
- GCSE Maths and English (or equivalents) at grades 3+ (D or above)
- Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject
What will you be doing?
- Technical Support: you will respond to technical support inquiries from both within the Phoenix team as well as with external customers via email, phone and chat. You will need to troubleshoot and resolve technical issues as well as escalating more complex issues to senior team members when necessary.
- Administration: you will need to maintain detailed documentation of support tickets and resolutions as well as performing your tasks in support of data and information security.
Why you should apply?
This role is ideal for somebody looking for their first step into the IT industry and allows you the opportunity to gain an apprentice-level qualification in IT through on-the-job training and learning. At Phoenix, our philosophy is simple – we aim to be the UK’s leading IT solution and managed service provider and that means we recognise that it’s our people who are the heart of everything we do.
We do this by providing the encouragement, support and skill development that you need to be the very best you can be at work. We are proud of our culture, so much so that we have developed our Culture Blueprint which you can read.
What are we looking for?
The right person for this role will have a strong interest in IT that is coupled with a customer-focused mindset. You don’t need any prior work experience and can be someone who recently left school/college or someone who is looking to change careers. You will have a desire to learn as well as exceptional problem-solving abilities.
Key Skills:
- A strong interest in IT, someone who stays up-to-date with industry trends and emerging technologies.
- Excellent customer-service skills, confident communication over the phone, on a video call and in person.
- A desire to learn and for continuous improvement.
- Has the ability to embrace feedback as well as being able to adapt to change.
- Understands how to act in a professional setting.
- Excellent time management and organisational skills.
Practical stuff
Where is the role based? Primary location is our HQ in Pocklington (YO42) and you will be expected to on-site full-time.
What is the apprenticeship? You will be completing the apprenticeship through Phoenix and our apprenticeship provider QA.
What is the salary? We offer a payment progression plan for our apprenticeship roles providing the opportunity to increase your earnings alongside your professional development. This begins at £15,600 and rises to £26,227 over a period of approx. 18 months, after completing the apprenticeship and gaining experience in this role, there is potential for this position to lead to a permanent role in our Technical Support Team.
What are the benefits? You can read about the benefits on offer.
Important BPSS Check
As part of our recruitment process due to the nature of the work we do, all employees are required to undertake a check. While some employees require further security clearance, the BPSS check is a must-have requirement and all offers of employment are conditional pending the passing of this check.
Have you made it this far?
If you’re still reading, we think there’s a strong chance you might be our kind of person. Here’s the thing, though — research suggests that 60% of women and underrepresented people might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself.
We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the more successful we will be.
Junior Technical Support Analyst employer: Phoenix Software Ltd
Contact Detail:
Phoenix Software Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Technical Support Analyst
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Phoenix. Understand their mission, values, and the services they offer. This will not only help you answer questions better but also show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Try doing mock interviews with friends or family. Focus on common technical support scenarios and customer service questions. The more comfortable you are speaking about your skills and experiences, the more confident you'll feel during the real deal.
✨Tip Number 3
Show off your problem-solving skills! During the interview, be ready to share examples of how you've tackled challenges in the past, even if they're from school projects or personal experiences. Employers love to see how you think on your feet!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace Junior Technical Support Analyst
Some tips for your application 🫡
Show Your Passion for IT: Let us see your enthusiasm for technology! In your application, mention any personal projects, courses, or interests that showcase your love for IT. This will help us understand your motivation and eagerness to learn.
Tailor Your Application: Make sure to customise your application to fit the Junior Technical Support Analyst role. Highlight relevant skills and experiences, even if they come from school or hobbies. We want to see how you can contribute to our team!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and potential.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Phoenix Software Ltd
✨Know Your Tech Basics
Brush up on your technical knowledge related to IT support. Familiarise yourself with common troubleshooting steps for software and hardware issues, as well as any relevant tools or platforms mentioned in the job description. This will help you feel more confident when discussing your skills during the interview.
✨Show Off Your Customer Service Skills
Since this role involves interacting with customers, be prepared to share examples of how you've provided excellent customer service in the past. Think about times when you resolved a problem or helped someone out, even if it wasn't in a formal job setting. This will demonstrate your customer-focused mindset.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the company culture, training opportunities, and what success looks like in this role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
✨Practice Professional Communication
Since you'll be communicating over the phone and via chat, practice speaking clearly and confidently. You might even want to do a mock interview with a friend or family member. This will help you get comfortable with articulating your thoughts and responding to questions in a professional manner.