Please note that this is an apprenticeship position and therefore anyone with more than six months professional experience working in relevant job role or who holds relevant professional qualifications or a tech degree will not be eligible.

You will also need to commit to completing a Level 3 Digital Support Technician Apprenticeship.

Job Summary:

PrimePRO is seeking a dedicated and enthusiastic apprentice Second Line Support Agent to join our team. Initially, this role will focus on First Line Support, where you will gain hands-on experience in troubleshooting, resolving technical issues, and providing exceptional support to our end users. Over time, as you develop your skills and knowledge, you will transition into a Second Line Support role, taking on more complex issues and responsibilities.

This apprenticeship is an excellent opportunity to build a career in IT support while receiving comprehensive training and mentorship. You will be part of a dynamic, growing team and will be exposed to a range of technologies and systems.

The ideal candidate will possess excellent communication skills, a passion for helping others, a desire to learn and develop their skills, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities:

First Line Support (Initial Training Phase)

• Respond promptly to customer inquiries via Phone, Email and Zendesk.
• Run Customer Training sessions
• Support Customers during the onboarding process
• Assist customers in troubleshooting queries and resolve them in a timely manner.
• Escalate complex issues to Head of Training and Service for further assistance and follow up to ensure resolution.
• Document customer interactions and maintain accurate records in Zendesk of inquiries, comments, and complaints.
• Continuously strive to improve the customer support experience by identifying areas for enhancement and suggesting solutions.
• Maintaining and Updating Customer Knowledge Base with training materials.
• Documenting training guides and videos for Customer Knowledge Base.

Second Line Support (Progression Phase)

• After gaining the necessary experience and technical knowledge, transition to Second Line Support responsibilities.
• Handle more advanced technical issues escalated from the First Line Support team, including database investigations.
• Analyse and resolve issues related to applications, systems, and infrastructure.
• Work closely with the technical teams to resolve high-priority incidents or service disruptions.
• Assist in troubleshooting and resolving incidents related to security, performance, and database issues.
• Contribute to the development of troubleshooting guides, knowledge base articles, and process documentation.

Requirements:

Essential:

• A genuine interest in IT and technology, with a desire to learn and develop technical skills.
• Proficient in Microsoft Office applications.
• Good Telephone Manner
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and patient when dealing with challenging situations.
• Ability to multitask, prioritize, and manage time effectively.
• Comfortable with Remote working.
• Ability to work both independently and as part of a team.
• Good organisational skills and the ability to prioritize tasks effectively.
• A positive attitude and willingness to take on new challenges.

Desirable

• Previous experience providing customer support.
• Basic understanding of software development processes.
• Familiarity with Agile methodologies.
• Previous experience with SQL databases and queries.

Qualifications:

• Minimum: 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)
• Desirable: you have studied a tech related subject at Level 3 such as BTEC IT, A Level computer science etc

Salary: £18k - £22k depending on skills and experiences

Location: Please note that this a fully remote position. Although all IT equipment will be provided you will need to have a safe and effective place where you can work in your home and you will be willing to complete PrimePRO's home working assessment. 

You will also ideally be located in the East Midlands as you will need to attend weekly face to face meetings with your line manager at a suitable venue in the East Midlands. (E.g. Nottingham  / Leicester) 

Apprenticeship Training to be provided:

• You will undertake the Level 3 Digital Support Technician Apprenticeship Standard and be given the opportunity to gain relevant British Computer Society qualifications.
• You will work alongside our experienced Service Desk team and build your skills through a combination of:
• 1-2-1 Coaching
• Group activities
• Online learning
• Work based tasks

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