Apprentice IT Support Analyst

Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!

Role Overview:

An exciting opportunity awaits you to join our team as an Apprentice. We are seeking to enhance our UK IT department by bringing on board an IT Apprentice, who will directly report to the  IT Manager - Europe and work closely with the UK Senior IT Technician. In this position, your primary responsibility will be to provide 1st line IT support to Caseware Staff across multiple regions in Europe and North America. This role is based at our UK office in Maidstone. Your tasks will include handling IT queries and issues from Caseware staff, and effectively escalating complex issues to our IT Support Analyst while managing employee expectations. As the initial point of contact for all IT support matters, you will deliver 1st line support and some 2nd line support. Your role will encompass diagnosing problems, troubleshooting, and promptly resolving technical issues. Confidence in taking ownership of incidents is crucial to ensuring the highest level of customer service. Additionally, you will be responsible for overseeing the day-to-day operations of the service desk, ensuring timely escalation of issues to meet SLAs, and effectively prioritising and managing multiple open cases simultaneously. In addition to your support responsibilities, you will also be required to maintain our end-user help guides and technical guides, contributing to the creation and upkeep of comprehensive resources for the Caseware team.

Key Responsabilities:

• Installing, configuring, and imaging corporate devices such as;, laptops, and Macbooks.
• Maintaining and troubleshooting IT Applications
• Managing user accounts on different IT systems, including Active Directory / Entra (Azure).
• Working across the IT asset management life cycle
• Supporting and managing Cloud-based systems such as Microsoft Office 365 and Google.
• Performing end-user data backups and restoration when necessary.
• Carrying out IT hardware upgrades and repairs.
• Handling the procurement of IT equipment and consumables.
• Maintaining and troubleshooting printers and networking devices such as access points as required
• Offering front-line support and services
• Assisting IT workshops for hardware and software projects.
• Maintain our end-user help guides and technical guides

Qualifications and Skills:

• Completion of secondary education.
• Basic understanding of computer systems and technology.
• Eagerness to learn and develop skills in IT support.
• Strong interest in troubleshooting hardware and software issues.
• Familiarity with common software applications, such as Microsoft Office Suite.
• Willingness to follow instructions and learn from experienced team members.
• Good communication skills, both verbal and written.
• Ability to work effectively both independently and as part of a team.
• Attention to detail and a proactive approach to problem-solving.
• Flexibility and willingness to adapt to new tasks and challenges.
• Enthusiasm for acquiring new knowledge and skills in the field of IT support.
• Valid driver's licence and willingness to occasionally travel for on-site support task