Junior Technical Support Analyst (Apprenticeship)

Overview of the role

Phoenix enables digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud and hybrid infrastructures, data, AI, security, and collaboration tools.

We are seeking a Junior Technical Support Analyst to join our growing team. This position would be ideal for someone who is looking to start their career in IT or move industries.

* Please note that this is a Level 3 (A-Level equivalent) apprenticeship with the following 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 in a similar subject.

What will you be doing?

• Technical Support: you will respond to technical support inquiries from both within the Phoenix team as well as with external customers via email, phone and chat. You will need to troubleshoot and resolve technical issues as well as escalating more complex issues to senior team members when necessary.

• Administration: you will need to maintain detailed documentation of support tickets and resolutions as well as performing your tasks in support of data and information security.

Why you should apply?

This role is ideal for somebody looking for their first step into the IT industry and allows you the opportunity to gain an apprentice-level qualification in IT through on-the-job training and learning. At Phoenix, our philosophy is simple – we aim to be the UK’s leading IT solution and managed service provider and that means we recognise that it’s our people who are the heart of everything we do.

We do this by providing the encouragement, support and skill development that you need to be the very best you can be at work. We are proud of our culture, so much so that we have developed our Culture Blueprint which you can read here.

What are we looking for?

The right person for this role will have a strong interest in IT that is coupled with a customer-focused mindset. You don’t need any prior work experience and can be someone who recently left school/college or someone who is looking to change careers. You will have a desire to learn as well as exceptional problem-solving abilities.

Key Skills:

• A strong interest in IT, someone who stays up-to-date with industry trends and emerging technologies.

• Excellent customer-service skills, confident communication over the phone, on a video call and in person.

• A desire to learn and for continuous improvement.

• Has the ability to embrace feedback as well as being able to adapt to change.

• Understands how to act in a professional setting.

• Excellent time management and organisational skills.

Practical stuff

Where is the role based?
Primary location is our HQ in Pocklington (YO42) and you will be expected to on-site full-time

What is the apprenticeship?

You will be completing the ‘Microsoft Azure Cloud Support Specialist Level 3' apprenticeship through Phoenix and our apprenticeship provider QA.

What is the salary?

We offer a payment progression plan for our apprenticeship roles providing the opportunity to increase your earnings alongside your professional development. This begins at £15,600 and rises to £26,227 over a period of approx. 18 months, after completing the apprenticeship and gaining experience in this role, there is potential for this position to lead to a permanent role in our Technical Support Team.

What are the benefits?
You can read about the benefits on offer here 😊

*Important* BPSS Check

As part of our recruitment process due to the nature of the work we do, all employees are required to undertake a Baseline Personal Security Standard (BPSS) check. While some employees require further security clearance, the BPSS check is a must-have requirement and all offers of employment are conditional pending the passing of this check

Have you made it this far?

If you’re still reading, we think there’s a strong chance you might be our kind of person.

Here’s the thing, though — research suggests that 60% of women and underrepresented people might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself.

We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the more successful we will be.