We are looking for a proactive, organised, and friendly individual to join our customer services team. This role involves direct communication with our clients, primarily via phone and email, and is essential to ensuring our customers receive a consistently high level of service. • Respond to customer queries via phone and email (we handle an average of 250 calls per day) • Accurately log IT-related issues into our help desk ticketing system (full training provided) • Perform general administrative tasks to support the wider team • Provide a professional and efficient service in every client interaction Firebrand’s sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation. Options include pathways for Support Technician, Network Technician and Digital Communications Technician. Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors. Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship: • Microsoft Certified Azure Fundamentals (AZ-900) • CompTIA IT Fundamentals • Certiport IT Specialist Networking • Microsoft Certified Azure Administrator Associate (AZ-104) Key areas covered are: Support Technician - Maintenance or repair of systems faults - Support for the roll-out of installation and commission of new systems or upgrades Network Technician - Installation and commission of networks - Maintenance or repair of network equipment - Installation, configuration or maintenance task on either ICT related hardware or software Digital Communications Technician - Installation and commission of telecoms networks - Maintenance or repair of telecoms network equipment - Installation, configuration or maintenance task on either ICT related hardware or software Following successful completion of apprenticeship the idea is to move the individual into a 1st Line helpdesk role. within the company.