IT Cloud Support Apprentice

About Infinigate UK

Our mission is to help our partners accelerate long-term growth and create profitable, future-proof and sustainable cloud businesses. We’re a people-first business as our team are at the heart of everything we do.

Responsibilities

• Deliver effective support to our partners through answering inbound enquiries, providing technical assistance, advice, and guidance
• Assist with the provisioning and onboarding of products and services within the Infinigate Cloud portfolio
• Support the use of Infinigate Cloud’s platforms and vendor portals and achieving high levels of partner satisfaction
• Provide both reactive and proactive support for Infinigate Cloud’s partners, predominantly answering inbound phone calls and responding to email enquiries
• Escalate support tickets to vendors when appropriate and provide regular updates to Infinigate Cloud’s partners
• Identify opportunities where additional Infinigate Cloud services would enhance a partner’s experience
• Primary point of contact for our partners, responsible for providing reactive technical support by efficiently responding to inbound enquiries, primarily by answering inbound phone calls, responding to emails, and raising the resulting support tickets accordingly.
• Providing technical assistance, guidance, and advice on using products and services in the Infinigate Cloud portfolio
• Overall accountability for proactively managing support enquiries, taking ownership of support tickets from an initial first contact through to a satisfactory resolution
• Accountable for the management of escalations within other business units and 3rd party vendors, ensuring that updates are delivered with clear and concise communication, within an appropriate time frame
• Accountable for the accurate scoping and implementation of new provisions, changes to services and partner onboarding onto Infinigate Cloud’s platforms for our partners, delivering an efficient and professional service in a timely manner, within SLA and to business KPIs

Desirable skills

• Competent PC user with strong Microsoft Office suite skills
• Demonstrable interest in IT with an aptitude for technical troubleshooting
• Able to demonstrate strong written and clear verbal communication skills
• Able to demonstrate excellent organisational and time management skills
• Excellent customer service skills, taking ownership of issues from reporting through to resolution to promote partner satisfaction and positive feedback
• Demonstrable experience in handling difficult and complicated issues, turning a negative issue into a positive partner outcome

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.

For more information please visit the UK ENIC website.

Working hours: 9am – 5:30pm

Benefits

• 25 days annual leave rising to 28 days with length of service, plus bank holidays
• Day off on your birthday
• 2 paid volunteer days per year
• Additional holiday purchase scheme
• Electric car lease scheme
• Life assurance of 4 x basic salary and group income protection from start date
• 5% employer matched pension contributions after 3 months service
• Individual cover for private medical insurance and healthcare cash plan following successful completion of probationary period.
• Hybrid working arrangements and standard office working hours are 9am – 5.30pm
• Employee assistance programme for practical and emotional support

Future prospects

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

About QA

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.

Interested? Apply now!

Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.