Start your IT Support career with Leap IT! You will be responsible for: Take all incoming support calls (Support Queue), 3CX will ring agents with the lowest call count first to ensure call answering is balanced Log tickets for each call and record all time spent on issues within the ticket (Ensure the correct contract is selected for each ticket) Provide daily updates to clients on any issues raised that are not fixed on first contact (unless otherwise agreed with the client) Monitor your Task Board daily Escalate to second line when necessary Attend weekly helpdesk meeting Desirable skills: Windows Server inc. Hyper V, AD, DHCP, DNS Strong PC experience Windows/OSX Router/Switch/Firewall Configuration Good hardware knowledge Excellent IP and TCP/IP Knowledge preferably to Network+/CompTIA Excellent and patient telephone manner Excellent troubleshooting technique 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 is in a similar subject You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme. If you hold international equivalents of the above qualifications, at the time of your application you ..... full job details .....