Apprenticeship overview
An exciting opportunity has arisen for a Technical Support Apprentice to join our clients expanding team. This role is an excellent chance to join a growing business and gain skills from the ground up.
The Level 3 Digital Support - Digital Service Technician Apprenticeship Programme will give you an opportunity to start a career in an industry that is fast-paced and constantly evolving.
You will be provided you with valuable first-hand experience, knowledge, skills and qualifications to drive your career forward.
Annual wage
£14722.50 a year
Training course
Digital Support - Digital Service Technician Level 3
Hours
Monday - Friday - times TBC
37.5 hours a week
Duration
16 Months
What you’ll do at work
Role Overview
The Technical Support role covers all manner of technical Infrastructure support monitoring and maintenance for our customers. This role is primarily about support, however, there will be times where design, configuration and implementation will be required as skills progress. Most tasks can be performed remotely, however, there may be times when travel to customer sites is required, therefore being able to travel is necessary.
Main Duties
- Answering support phone calls.
- Logging tickets in our Incident Management tool and responding to tickets if they are logged by customers directly.
- Initial diagnosis of hardware and software faults.
- Analysis of calls logged to determine recurring problems.
- Liaising with Sales and Consultancy.
- Performing research to resolve incidents within the Service Level Agreements specified.
- Documenting processes and procedures.
- Following instructions in order to resolve an issue or configure a system.
- Looking for and highlighting service improvements where possible.
- Testing new technology.
Required Qualities
If you want to be a success in Technical Support, you need to display evidence of the following:
- Excellent problem-solving skills.
- The capacity to work well within a team.
- Attention to detail.
- Logical thinking.
- Interpersonal skills as you will regularly be in contact with colleagues and/or customers.
- The ability to prioritise your workload.
- The capacity to clearly explain a technical problem to a customer/colleague.
- Outstanding listening and questioning skills.
- The ability to step back and see the high-level impacts as well as the detail.
Your training plan
On the apprentices successful completion of the End-Point Assessment (EPA), the apprentice will receive the following:
- Level 3 Digital Support - Digital Service Technician Apprenticeship Certification
The apprentice will attend the training in an online classroom with their designated JBC trainer.
When the classroom training takes place will be agreed at the induction meeting between employer, apprentice and JBC Skills Trainer/Mentor. We advise a bi-monthly approach to each module.
Full days will be required on the training weeks and the apprentice must be in a quiet, suitable environment for learning to take place. This can either be in the workplace or at home. The class sizes are small (max 10 learners) so that discussions and assessment can take place between apprentices, peers and trainers.
Requirements
Essential qualifications
- GCSE or equivalent English (Grade A*-C or 9-4) essential
- GCSE or equivalent Maths (Grade A*-C or 9-4) essential
Job Types: Full-time, Apprenticeship
Pay: £22,880.00-£29,516.08 per year
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Northampton, NN7 3DB: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (required)
Licence/Certification:
- Driving Licence (required)
Location:
- Northampton, NN7 3DB (preferred)
Work Location: In person
