We're hiring

IT Support Apprentice- Managed Services

£14k pa + Study Support & Great Benefits

About Waterstons

We’re on a mission to help our customers build a better business. We have offices in the UK and Australia as well as a team of people who work across the globe to provide unique business solutions, service and support that directly adds value to our client’s business.

About the IT Support Apprentice role

As an IT Support Apprentice in our Managed Services team, you will join a team of 40 consultants providing remote support services and technical escalation to over 80 customers. You will be our clients port of contact, and will own, investigate, and solve issues reported. We are not about tiers and levels, we want you to get stuck in and build your skills from the ground up, getting involved in a range of issues and proactive tasks.

Essential Criteria

To take part in the Level 6 programme you will need A/Levels or equivalent, as well as GSCE Maths & English at C or Grade 4.

About you

We’re looking for the right person, not just a specific background. Your passion for technology and problem solving is just as important as technical skills and knowledge. Your progression is important to us and your career path is up to you. You could follow a service management, technology specialist or even business consulting direction. We quickly reward those who perform well. Continuous personal and professional development are also important to us, so you will be supported, guided and mentored every step of the way. You’ll not only continually develop and learn new skills, but will guide and mentor others too.

Responsibilities for the IT Support Apprentice- Managed Services

  • You’ll be the first point of contact for our customers in need of technical support, which may be via email or phone. You’ll own, manage and resolve their problems.
  • You’ll need to triage any tickets that come in to Waterstons, appropriately prioritising these so that they can be actioned according to need.
  • Managing your own queue of tickets you’ll take ownership of new tickets as and when you are able, ensuring the customer is communicated with and that issues are dealt with in a timely fashion.
  • You’ll be responsible for recording your time when working on issues to enable accurate billing to clients.
  • Troubleshooting issues that come in and liaising with colleagues and customers as required to resolve these in a timely fashion.
  • You’ll continually look for opportunities to improve our customers business’ and add value through the use of technology.
  • Working within a larger team you’ll provide a range of support from 1st to 3rd line, working mainly remotely, however there is some potential to spend time on site with our clients nationwide.

Some key areas that we’d expect our apprentices to get exposure to:

  • Key Microsoft server roles (Active Directory, Exchange, Skype for Business, Windows Server, SQL, SharePoint, System Center)
  • ITIL
  • Office365, Azure and AWS
  • Networking
  • Virtualisation technologies such as VMware or Microsoft Hyper-V
  • SAN and Storage technologies including underlying fabric
  • Backup/Replication Technologies such as Veeam

Required Skills and Experience for the IT Support Apprentice- Managed Services

  • You’ll have great organisation, timekeeping and prioritisation skills
  • Personable and customer focussed you’ll have the ability to build relationships with customers and colleagues
  • Interest in technology
  • Great problem-solving skills
  • Keen learner!

If you enjoy a varied environment, sharing your knowledge and experience to support, coach and mentor your colleagues, then we want to hear from you. Your progression is important to us and your career path is up to you. We commit to invest in our people and reward you for your commitment and effort.

How will Waterstons reward you?

We offer careers, not jobs and it’s up to you where your career with Waterstons might take you. All employees are given a career development platform with L&D opportunities as well as pension contributions, market leading benefits & flexible option packages.

At Waterstons we look for the right person, not just specific backgrounds. You will have a passion for technology, a creative problem-solving skill set and a desire to grow with us. We recruit people who are committed to our values-based approach and want to develop and prosper in a people first organisation.

We're Different

We’re on a mission to help our customers build a better business. We have offices in the UK and Australia as well as a team of people who work across the globe to provide unique business solutions, service and support that directly adds value to our client’s business.

Speak to our people anywhere in the world and you will get a feel for our culture; the buzz of people who are doing work they’re passionate about and choosing their path. There’s no corporate mould to fit and hierarchy doesn’t get in the way. Everybody contributes and has the chance to get involved. We’re always looking for people to join us who are excited by unfamiliar challenges and enjoy collaborating with others. Our culture and values are fundamental to us and they inform and influence everything we do. Our people are empowered to make their own decisions and we’ll support where you need it.

We’re growing and you’ll find interesting people, who measure success by what gets accomplished, not how many hours are worked. Your wellbeing is important to us and we believe family comes first. At Waterstons, We're an anti-discrimination employer and we’re committed to ensuring diversity and inclusivity. We will not discount someone based upon technical skills alone. We’re community minded and work with local and national charities and initiatives to support and give back. We’re not perfect though and are always looking to see how we can develop our approach.

We recruit people who are committed to our values-based approach and want to develop and prosper in a people first organisation. That’s why we’ve been awarded Gold Investors in People for a fourth consecutive time.

The Perks

As well as offering a competitive salary, we also have an attractive benefits package allowing you a great work-life balance and the opportunity to really develop your knowledge and skills, which includes: * Competitive salary * Flexible working hours * Unlimited holiday allowance * Opportunity to develop professional skills * Support to gain industry standard qualifications * And more… This is an exciting opportunity to join a leading IT and business consultancy firm, with an amazing people-focused culture and ambitious growth plans.

Our Recruitment Process

We want to support all candidates to shine. Please tell us what you need to make this possible. We'll do all we can to make any adjustments that work for you.

Once you’ve applied, we'll be in touch to let you know whether we would like to progress your application. Initially, we'll usually arrange a telephone conversation which will help us both assess if we’re a good fit for each other.

From there we'll arrange an interview which will cover both personal skills and professional abilities. We want to make sure you have a great experience with us, no matter the outcome, so are keen to hear what you think of us too.

Ref: A01/2021

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