IT Support Apprentice

They are looking for an IT Support Apprentice to join their support team and provide excellent customer focused first line technical support to our clients, re-sellers and partners assisting with their range of Internet, telecoms and Unified Comms Solutions (UC) via telephone and email. This role is varied, is technical in nature, and full training will be given. Kubenet have support an IT Apprentice before so you are in safe hands!, + Provide remote first line technical support; answering support queries via telephone or email to meet the agreed SLAs
+ Always maintain a high degree of customer service for all support queries and adhere to all internal processes for Fusion and our clients
+ Take ownership of user problems and be proactive when dealing with the issue and ensure the client is kept up to date if their case in on going
+ Log all calls accurately in the helpdesk system and maintain full documentation allowing others to pick up if necessary
+ Respond positively to all enquiries from clients and help them resolve any problems efficiently and accurately
+ Escalate more complex service issues to your Team Leader if you are unable to assist
+ Liaise with third parties as necessary to resolve any issues as they arise
+ On-call rota after training and qualifying period

+ Excellent telephone manner and face to face communication skills
+ Understanding of internet technologies
+ Excellent time management skills
+ Understanding of telecoms / Unified Communications products and solutions (desirable)
+ Troubleshooting remote desktop service and bespoke application environments (desirable)
+ Driving licence preferred, however if not, the candidate must be looking to pass their test within 12 months as you will be travelling out to client sites when you are qualified, On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6.

KubeNet is a leading managed service and telecoms provider who deliver best-in-class communications and technology solutions to companies throughout the UK & globally.

£16,000 per annum

Working hours:

Monday to Friday, shift patterns of 8:30am - 5pm, 9am - 5:30pm, 9:30am - 6pm, + Competitive salary
+ 22 days holiday per annum plus 9 statuary days following Scottish Bank Holiday calendar
+ 2 days paid Volunteer day
+ Flexible shifts
+ KubeNet operate a blended working policy with a minimum 3 days in the office, however, you can choose to be based in the office Monday to Friday. However for the Modern Apprentice role you will be mainly office based for the first 6 months
+ Following successful probationary period of 9 months:
o Access to private healthcare
o Death in service
o Company pension contribution of 5%
+ Free KubeNet Broadband or a £25.00 per month contribution after successful probation period
+ Training will be provided on the systems we use and the products and services we deliver to our clients, including any future requirements

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.