1st Line Support Analyst
| Reference | SW406 |
| Company Address: | Chippenham, England , SN14 6RA |
| Course Name: | Information communications technician (Level 3) |
| Course Duration: | 15 Months |
| Salary: | £20,000 |
| Start Date: | 02/06/2025 |
Overview
Elevate Cloud is a fast-growing tech company delivering expert solutions across IT Support Managed Services, Cloud Services (Microsoft 365), Telephony, and Internet Connectivity. We're passionate about helping businesses grow through smart technology and excellent service. Our team is driven, friendly, and always looking to go the extra mile.The Role:
As a 1st Line Support Analyst, you’ll be the first point of contact for our clients, providing prompt and professional technical support via phone, email, and remote access tools. You’ll troubleshoot issues, resolve common IT problems, and escalate more complex matters to the 2nd Line team when necessary.
Key Responsibilities:
- Respond to incoming support queries via phone, email, and ticketing system.
- Diagnose and resolve basic technical issues related to:
- PCs & Macs
- Windows Server
- Microsoft 365 / Entra
- Network connectivity
- Telephony systems
- Desktop, laptop & server hardware
- Security
- Log all incidents, service requests, and actions taken.
- Escalate more complex problems to 2nd Line Support.
- Provide clear, friendly communication to clients, ensuring high customer satisfaction.
- Assist with onboarding and setting up new users, devices, and accounts.
- Maintain up-to-date knowledge of Elevate Cloud’s services and solutions.
- Respond to Security incidents.
Entry requirements
About You:
- Passionate about technology and eager to build a career in IT.
- Excellent communication and problem-solving skills.
- A team player with a proactive attitude.
- Ability to manage multiple tasks and work under pressure.
- Customer-focused, patient, and empathetic.
- Required Skills & Experience
- Basic understanding of Microsoft 365, Windows OS, and general IT systems.
- Previous experience in a customer service or IT support role is desirable but not essential.
- A relevant IT qualification or willingness to work towards one (e.g. CompTIA A+, Microsoft Fundamentals).
- Right to work in the UK.
- Driving Licence
Skills requirements
IT skills, Attention to detail, Communication skills,Training to be provided
You will be enrolled onto the groundbreaking, Level 3 Apprenticeship 'Information Communications Technician - Support'.
Information communications technicians support the delivery of efficient IT operations, this could be installing and configuring computer systems, diagnosing hardware and software faults, solving technical and applications problems either remotely or in person, including resolving issues such as slow performance, connection problems and an inability to access data.
Our ICT apprenticeship covers topics allowing apprentices to support organisations relying on computer and communication systems in all areas of their operations and decision-making processes. As an ICT apprentice, you will develop skills and knowledge of the industry by learning key IT essentials such as fault finding and diagnostics, preventative measures, routine maintenance, system tools and testing. You will also gain an awareness of cloud systems and physical and virtual network components including an awareness of security and firewalls, network architecture, protocols and principles of database migration.
Whether you have experience within the field or not Apprentify’s level 3 ICT apprenticeship will give you the tools to get your career started within IT support.