Job Description Your primary role will be to serve as 1st-line support for our external and internal clients. Troubleshoots and develops technical solutions related to software, services, deployment, configuration and setup errors. Creates timely workarounds and fixes, including information sharing and consultancy, via effective internal and external communication, and follows required procedures in use of systems, and documentation. Escalates issues requiring more in-depth analysis, knowledge and resolutions as appropriate. Responsibilities Research and identify solutions to software and service issues Diagnose and troubleshoot technical issues, including deployment, configuration and setup Ask targeted questions to quickly understand the root of the problem Track issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) Provide prompt and accurate feedback to clients Refer to internal systems or external resources to provide accurate solutions Ensure all issues are properly logged and documented Prioritize and manage several open issues at one time Follow up with clients to ensure their IT systems are fully functional after troubleshooting Prepare accurate and timely reports Document technical knowledge in the form of notes and manuals Ideal Candidate We are looking for an Apprentice Support Engineer to learn how to provide high quality assistance to our clients. You will learn to diagnose and troubleshoot software and service problems and help our clients install, configure and use our applications and programs. Support Engineer responsibilities include identifying software, configuration issues and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical documentation. You’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, with confidence and authority. Ultimately, you will be a person the customers trust. They will rely on you to provide timely and accurate solutions to their technical problems. As an apprentice, we are expecting individuals that are keen to learn and expand their knowledge and career prospects by working and learning inside a professional, and progressive software and services company. All apprenticeships are in partnership with QA Scotland any applicants need to be registered with QA Scotland or sign up to the program through them. Find out more here .