Technical Support Apprentice

Role Overview

• Deliver Level 1 support for hardware, software, and services as per contract
• Troubleshoot and resolve issues related to OS, Email (Outlook/Exchange/Lotus), Networking (VPN/Connectivity), O365, VMware, and collaboration tools (Teams, Webex, Slack)
• Handle password resets, entitlement checks, and incident logging in ticketing tools
• Escalate issues to appropriate teams while acting as the client’s advocate
• Manage service outages and update status messages
• Maintain software license and hardware inventory records
• Meet SLAs, SLOs, and KPIs with high customer satisfaction

Requirements

• Excellent verbal & written English communication
• Strong customer service and troubleshooting skills
• Knowledge of Windows, macOS, O365, VMware, Networking, Internet Security, and collaboration tools
• Familiarity with IT ticketing systems
• BCA and BSc (Computer Science)

Tech Stack

• MacOS
• VMware

Benefits

• Flexible, supportive environment prioritizing well-being
• Access to cutting-edge learning opportunities
• Be Well programs designed to support financial, mental, physical, and social health