Vacancy Description (Daily duties)

Euroclad (Kingspan Insulated Panels) has an ambitious goal to lead the construction sector with a dynamic digital transformation strategy to support our customers and their evolving needs.

We are excited to offer an apprenticeship opportunity for an IT Support Apprentice to join our dynamic team in Cardiff.

As an apprentice, you will gain hands-on experience in providing 1st and 2nd line support to users, logging and resolving incidents and service requests, and escalating issues to the appropriate teams when needed. You will have the chance to quickly learn and apply new systems and processes as you support a variety of products used by our employees.

In this role, you will assist with remote support through phone, email, and instant messaging, while also helping with the upgrade and replacement of factory-based systems and desktops. This apprenticeship will provide valuable experience and development in IT support, with full training and guidance from our team and ITeC Digital Training.

Job Responsibilities:

Perform initial investigations of reported incidents and escalate to the 2nd or 3rd line teams when required.
Be the first point of contact for customers with break/fix issues.
Escalate any P1 Major Incidents to the ServiceDesk Team Leader if identified.
Document work logs on escalated incidents, outlining any previous investigations carried out.
Ensure that resolutions for first-time fixes are properly recorded in the incident logs.
Resolve and complete assigned incidents within Service Level Agreements (SLAs), ensuring adherence to targeted SLA KPIs.
Keep customers updated on the status of their incidents at agreed intervals.
Ensure site adherence to and operation of the Compliance Management System responsibilities within ISO 37301 Clause 5 section 5.3.4., the company handbook and Code of Conduct.
This list is not exhaustive and other duties maybe required that are within the capabilities of the post holder.

Essential Qualities of apprentice

A passion for technology and digital.
Strong communication skills – able to interact with customers at all levels.
Good time management and the ability to prioritize tasks effectively.
Flexibility and willingness to travel to other sites as needed.
Ability to document processes and share knowledge with the team.
A team player with a proactive attitude and approachability.
Basic knowledge and experience with Office 365.
Familiarity with Windows operating systems.

Desirable Personal Qualities of apprentice

Experience working alongside others in a team environment.
Understanding of computer hardware, such as hard drives, RAM, and graphics cards.
Experience with computer troubleshooting and setup.
Knowledge of Active Directory.
Familiarity with Microsoft Exchange.
Printer troubleshooting skills

Additional Information

If successful, you will be invited to an Apprenticeship Awareness Session with ITeC Digital Training as an informal interview.

Qualifications required.

GCSE (or equivalent) in Maths and English at Grade A*-C / Level 2: Desirable

GCSE (or equivalent) in an IT subject: Desirable

Job Type: Apprenticeship

Pay: From £22,000.00 per year

Additional pay:

Bonus scheme

Benefits:

Company pension
On-site parking
Work from home

Schedule:

Monday to Friday

Work Location: In person

Expected start date: 23/04/2025

Euroclad

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IT Support Apprentice