As a Support Consultant Apprentice, you’ll be right at the heart of supporting our partners—helping them make the most of our services while building your own skills along the way. From answering inbound enquiries to providing hands-on technical support, you’ll play a key part in delivering a smooth and positive experience. You’ll get involved in onboarding partners onto our cloud portfolio, guiding them through platforms and vendor portals, and ensuring they feel confident every step of the way.

We are pleased to offer this role as an 18-month fixed term contract based in our Fareham office on a hybrid basis. We are partnering with leading tech trainer, QA to offer a Level 3 Microsoft Azure Apprenticeship included in this role.

Exposure to a similar working environment or an achieved qualification at A-level, BTEC or degree level in a relevant IT subject  
GCSE Maths and English, grade A to C or level 4 (or equivalent) 
Competent PC user with strong Microsoft Office suite skills 
Demonstrable interest in IT with an aptitude for technical troubleshooting 
Able to demonstrate strong written and clear verbal communication skills 
Able to demonstrate excellent organisational and time management skills 
Excellent customer service skills, taking ownership of issues from reporting through to resolution to promote partner satisfaction and positive feedback 
Demonstrable experience in handling difficult and complicated issues, turning a negative issue into a positive partner outcome

Personal requirements
Infinigate’s values underpin a strong collaborative working culture and successful inclusive working environment.

Own it! Solution focused, takes accountability for own actions, and constantly strives for greater results   
Aim high!  Methodical, accurate, analytical and have a keen attention to detail 
Be open!  Demonstrates a positive attitude and willingness to embrace company values

Technical Support 

Primary point of contact for our partners, responsible for providing reactive technical support by efficiently responding to inbound enquiries, primarily by answering inbound phone calls, responding to emails, and raising the resulting support tickets accordingly.  
Providing technical assistance, guidance, and advice on using products and services in the Infinigate Cloud portfolio 
Overall accountability for proactively managing support enquiries, taking ownership of support tickets from an initial first contact through to a satisfactory resolution 
Accountable for the management of escalations within other business units and 3rd party vendors, ensuring that updates are delivered with clear and concise communication, within an appropriate time frame 
Accountable for the accurate scoping and implementation of new provisions, changes to services and partner onboarding onto Infinigate Cloud’s platforms for our partners, delivering an efficient and professional service in a timely manner, within SLA and to business KPIs

Partner Satisfaction 

Provide an excellent level of customer service, ensuring a world class customer experience, resulting in maintaining or improving upon our world class Net Promoter Score (NPS) 
Deliver professional, timely, and clear communications to both our internal teams and external partners for all support tickets, resulting in higher efficiency and productivity 
Continually reviewing, recommending, and implementing opportunities for improvement, to protect and enhance the partner experience, consequently driving improvements in satisfaction

Non- Technical Support 

Responsible for ensuring the use and execution of all processes and work instructions relevant to the role, identifying opportunities for improvement of processes and assisting with any supporting documentation where appropriate   
Actively increase own knowledge of all products and services in our portfolio, including vendor products and our internal systems 
Proactively sharing knowledge gained with the rest of the team internally, and externally with our partners to educate and upskill, including creation of knowledge articles  
Ensure that team priorities are delivered within SLA, including the ongoing management of tickets in your workload, meanwhile ensuring your availability to prioritize inbound calls, ensuring appropriate handovers are produced when required  
Responsible for ensuring that you are picking up appropriate tasks of your own volition, working with the wider team to achieve department targets

  You may be required to undertake other general duties / reasonable requests, as required by business    needs, details of which will be provided to you at the time the duties / requests are required.

£24,785 salary per annum + variable commission
25 days annual leave rising to 28 days with length of service, plus bank holidays.
Day off on your birthday.
2 paid volunteer days per year
Additional holiday purchase scheme
Electric Car Lease Scheme
Life assurance of 4 x basic salary and group income protection from start date
5% employer matched pension contributions after 3 months service.
Individual cover for private medical insurance and healthcare cash plan following successful completion of probationary period.
Hybrid working arrangements and standard office working hours are 9am – 5.30pm
Employee assistance programme for practical and emotional support.
Free parking and complimentary refreshments onsite.

Infinigate Group are committed to creating a diverse and inclusive workplace where differences are not only accepted but also valued and appreciated. If any reasonable adjustments would support you through the recruitment process, please make us aware by answering the relevant application questions. For any further queries, please contact us at jobsuk@infinigate.com.

Infinigate Holding AG

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Support Consultant Apprenticeship