Summary of the apprenticeship
We are seeking an apprentice that will be responsible for supporting customers and colleagues with project support queries relating to internal IT issues or product support for our customers. This role and has great potential in a vibrant environment to grow. Apply now! You will support projects team with customer IT projects.
What will the apprentice do at work?
- Assist and direct staff or customers when support tickets are raised
- Support projects team with customer IT projects, including preparing IT equipment, EPOS and other scripted functions, to prepare equipment for live customer projects for our blue-chip client base
- Identify and implement, where requested by management, any necessary technological advances for enhancing business products and services
- Maintain and update existing products and services and provide documentation to support and educate employees and customers in said use where applicable
- Support and maintain software and hardware used in the organisation's day-to-day operations and services
- Provide an excellent level of service to our customers, being professional and courteous at all times
In addition to the above there may be other duties to carry out in relation to business/customer operational needs as and when required by your line manager to include supporting the warehouse and projects team at busy times and when the helpdesk is not busy. The role will require you to provide excellent levels of service to both internal staff and external customers.
Duties & Responsibilities:
- Be considered technical trouble-shooter or, ‘go-to’ person in the event of requirement for first line technical support customer issues fully supported by your colleagues
- Be nominated support for all matters pertaining to IP Protect Lite, WiFi, Loyalty and Chip & PIN solutions within our customer base
- Respond in an organised, timely manner to all support issues received inbound across customer base customers and/or sales consultants and be able to perform technical and non-technical system maintenance to support a user or the team, i.e. password resets, running reports, firewall management, rule setting, managing authorised devices and responding to alerts regarding unauthorised devices on the network etc.) All training provided and internal support of your role
- Ensure support tickets are responded to and resolved within internal and customer set SLAs where applicable
- To carry out remote installs and telephone support while customer's self-install
- Read manuals, periodicals, release updates and technical reports to learn ways to further respond to issues and questions in respect of all systems and network(s)
- Provide technical pre-sales support to sales, as and when required
- Provide out of hours’ support as and when required and agreed with your line manager
The apprentice's training schedule
The classroom training for the Digital Support Technician comprises of 3 modules. The apprentice will attend the training in an online classroom with their designated JBC trainer.
The modules taught are:
- Core Support & Security
- Digital Support & Communication
- Technical Support & Training
Each module is delivered remotely over five consecutive days, with the training weeks scheduled at intervals throughout the apprenticeship.
Additional training information
- We are a government approved apprenticeship training provider. We provide apprenticeships for a wide range of employers, large and small.
- Some of your working hours will be spent training or studying with your appointed JBC Trainer/Mentor or your employer. Learning the skills you need to be successful in the role and complete the apprenticeship.
- You will have a progress review with your trainer and line manager every three months, along with regular support sessions to help you develop your portfolio.
Employment details
Apprenticeship Duration
16 Months
Working week details
4 days on, 2 days off and cover weekends and Bank Holidays.
Early Shift: 8.00am - 5.00pm. Late Shift: 11.00am - 8.00pm. Sunday Shift: 10.00am - 5.00pm.
Hours per week
40
Wage
£16,640 a year
Location
London House Business Park
Thames Road
Crayford
Dartford
DA1 4SL
Requirements and prospects
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Creative
- Initiative
Qualifications required
- GCSE English (Grade Grade C (4) or above) essential
- GCSE Maths (Grade Grade C (4) or above) essential
What is the expected career progression after this apprenticeship?
- As well as the chance to receive full on-the-job training throughout, by the end of the apprenticeship you’ll have gained nationally accredited qualifications
- The company also aims to offer the apprentice a permanent role at the end of the training (subject to successfully completing course and objectives.)
What other requirements are there for this apprenticeship?
JBC Skills Training Ltd reserve the right to remove this advert any time before the closing date. We may close this vacancy before the advertised closing date, so interested candidates should apply as soon as possible.
About the employer
With a legacy that spans more than two decades working with major high street retailers, our client is the installer of choice for your complete installation needs. Their management team has combined experience of more than 75 years and there are very few situations that we have not experienced or solved when challenges are presented. No job is too big or small and, with an enthusiastic and dedicated project management team, highly trained to work with PRINCE2 methodology, they are well placed to service all of your installation needs. They are accredited installers for Point to Point Encryption (P2PE) and for a vast range of other peripheral services such as cabling and network infrastructure, Telecoms, Electrical, Audio Visual and much more. So often, it's the installation that can make or break the IT project budget. Delays and disruption arising from poorly managed deployment can waste time, tie up your IT resources and damage business performance. Our client prides themselves on project delivery being right first time, on-time and...within budget!
Pay: £16,640.00 per year
Benefits:
- Free parking
- On-site parking
Ability to commute/relocate:
- London DA1 4SL: reliably commute or plan to relocate before starting work (required)
Application question(s):
- What are your skills and strengths?
- What interests you about this apprenticeship?
- What skills and experience of IT do you have that you could utilise within this opportunity? (Self taught or educational.)
- If you are offered the apprenticeship opportunity how would you commute to work on a daily basis and how long would the commute take you?
Education:
- GCSE or equivalent (required)
Licence/Certification:
- Driving Licence (preferred)
Location:
- London DA1 4SL (preferred)
Work Location: In person
