Junior Support Technician Apprentice in Falmouth

The purpose of your role:

• To support Seasalt staff on our service desk with IT issues, including creation of support tickets, assigning tickets, following up on queries, responding to contact from end users, and updating and maintaining documentation, within specified SLA’s.
• Resolve non-complex support issues.
• Act as a point of contact for the Technology Operations team.
• Work with Technology Operations and the wider business to achieve department and company objectives in line with the business vision.
• Answer calls and emails from Seasalt colleagues regarding technical issues and log them into our IT Service Management tool.
• Ensure queries in the team mailbox are responded to in a timely fashion, and that the mailbox is well maintained and organised at all times.
• Organise New Starter/Change/Leavers requests into our system, ensuring these are assigned correctly.
• Assist with routine checks on interfaces/backups/systems.
• Assist with 1st line tickets including password resets/locked accounts, account creation, basic office troubleshooting, stuck transactions, and any other well-documented fixes.
• Assist with updating documentation when requested.
• Communicate with 3rd parties to log issues.
• Work with 3rd parties to ensure tickets are followed up and responded to within an appropriate timeframe.

Skills required:

• Strong organisational and planning skills.
• Motivated, driven and proactive.
• Flexible/adaptable.
• The ability to deliver tasks.
• Problem solving and multitasking skills.
• Good general knowledge of IT.
• A constant learner, familiar with current technology.
• Able to remain calm when dealing with pressure.
• The ability to work closely with internal teams and external suppliers, communicating by phone, e-mail and face-to-face in a professional manner.

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 is in a similar subject.
• You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
• If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

Working hours: 37.5 hours per week.

Benefits:

• 34 days paid annual leave (including bank holidays), increasing with length of service.
• Flexible benefits allowance to personalise your benefits package.
• Private Medical Scheme including 24/7 virtual GP.
• Free access to our Employee Assistance Programme through Retail Trust with 24/7 support.
• Pension plan with generous 7% employer contributions.
• Life assurance programme.
• Enhanced family leave policies.
• Flexible working opportunities with our hybrid working approach.
• Learning and Development opportunities.
• Do Good Things with our two days per year paid volunteering opportunities.
• Employee networks to develop and provide support to our people, including the Inclusion & Belonging Network.
• 100s of savings on top retailers and gym memberships through our discount hub.