Infinigate Cloud
Support Consultant Apprentice
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Support Consultant Apprentice – Microsoft Azure Level 3
Introduction
Infinigate Cloud is an award-winning cloud distributor and Microsoft Indirect Provider, offering value-add services to customers with a portfolio of cloud, managed, and professional services.
Infinigate Cloud places people at the heart of everything we do—whether with partners, their customers, or our carefully selected team of subject matter experts. Our company values and our purpose to help partners grow profitable, future-proof cloud businesses drive our success. We succeed only if our partners succeed.
Role Purpose
As a Support Consultant Apprentice, you’ll work directly with our partners, helping them maximise our services while developing your own expertise. Your responsibilities will include:
- Answering inbound enquiries and providing hands-on technical support
- Guiding partners through vendor portals and cloud platforms
- Onboarding partners onto Infinigate Cloud’s solutions
This is an 18-month fixed-term contract based in our Fareham office, operating on a hybrid basis. The role also includes an included Microsoft Azure Apprenticeship (Level 3) in partnership with QA.
Duties & Responsibilities
Technical Support
- Primary point of contact for partners, handling reactive technical support through:
- Phone calls, emails, and escalations
- Raising and managing support tickets
- Providing technical guidance on Infinigate Cloud’s services and vendor-product integration
- Proactively managing support enquiries, ensuring end-to-end ownership of ticket lifecycle
- Escalation handling:
- Managing escalations across internal teams and third-party vendors
- Ensuring clear, concise updates and resolutions within SLA and KPIs
- Partner onboarding & service changes:
- Accurately scoping and implementing new provisions
- Delivering timely, professional service aligned with business goals
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Partner Satisfaction
- Ensuring a world-class customer experience, supporting high Net Promoter Score (NPS)
- Providing clear, professional communication to both internal and partner teams
- Continuously reviewing and improving partner experience — driving satisfaction and retention
Non-Technical Support
- Following out processes and work instructions, identifying opportunities for enhancement
- Upskilling on all products and services in our portfolio (including vendor offerings)
- Sharing knowledge with the team through education sessions and documentation (e.g., knowledge articles)
- Keeping ticket workloads under SLAs, balancing support with proactive task prioritisation
- Taking initiative to complete tasks proactively and collaboratively with the team
You may also be required to undertake other general tasks or reasonable business requests, as specified.
Required General Skills
- Exposure to a similar working environment or recent qualification:
- A-level, BTEC, or degree in IT/tech
- Minimum educational requirements:
- GCSE Maths & English (Grades A–C or Level 4)
- Technical competence:
- Fluent PC user with strong Microsoft Office skills
- Fascination for IT with demonstrated technical troubleshooting aptitude
- Soft skills:
- Strong written and clear verbal communication
- Exceptional organisational management and timekeeping
- Customer service excellence (handling issues escalations, resolving with positive partner outcomes)
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Personal Requirements – Our Values in Action
Infinigate thrives on a collaborative, inclusive workforce. We value professionals who embody our principles:
- Own it! Solution-focused, accountable, and always seeking to improve.
- Aim high! Methodical, analytical, with an eye for detail.
- Be open! Positive attitude + willingness to engage with company values.
Benefits
| Financial & Monthly | Wellbeing & Flexibility | Growth & Security |
|---|---|---|
| £24,785 salary (with variable commission) | Hybrid work (9am – 5.30pm) | Award-winning optional shares plan |
| 25 days annual leave (increases to 28 days) + bank holidays | Bank holiday + birthday day off | Free parking |
| 2 paid volunteer days/year | Life assurance (4x salary), group income protection | Complimentary refreshments |
| Optional holiday purchase scheme | Electric Car Lease Scheme | APAC’s leading ACCA pension (5% matched after 3 months) |
| Free private medical health coverage (after probation) | Employee Support Programme |
About Infinigate Infinigate Group is committed to a diverse and inclusive workplace. If you require reasonable adjustments during recruitment, please specify in your application.
For queries, contact: jobsuk@infinigate.com
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