Technical Support Apprentice

The role is primarily desk based (office based in Welwyn Garden). Some travel to customer sites for installs/fault resolution is required. Your own car and driving licence are required for this position. The apprentice’s primary role is to provide excellent customer service and support to customers, by using tools or systems to problem solve and trouble-shoot routine and non-routine technical problems. Required to monitor and maintain systems and/or platforms to maximise productivity and user experience. The Apprentice will have the opportunity to develop a technical understand of a wide range of products and services to include IT Services, Calls and Lines, Connectivity, Business Mobiles and CCTV systems. 

Answering the telephone, responding to emails and updating requests. Ensuring commitment to core values, working in line with ‘best practice’ ensuring compliance to relevant policies. To maintain confidentiality and discretion. Provide first line analysis of all IT issues and ensure that SLA’s are met. Keep customers informed of the status and progress of tasks and update tickets. Ensure the customer is satisfied with the final resolution by placing a confirmation call. Attend team and customer incident meetings and conference calls. Complete other service-related tasks as required by your manager. Attend all learning events and complete all apprenticeship assignments to a good standard, and on-time.

Training:

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

 

College or training organisation

JBC SKILLS TRAINING LIMITED

 

Your training course

Information Communication Technician

Equal to Level 3 (A level)

Training Outcome:

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.)
 

Employer Description:
What We Offer, a fully supported apprenticeship with a recognised qualification. On-the-job training from experienced IT professionals. Career growth opportunities in a successful and expanding company. Exposure to modern technologies and customer-facing technical support. A friendly, collaborative, and supportive team culture

Working Hours :
Monday to Friday - Hours 09.00 – 17.00

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Number skills,Analytical skills,Logical,Team working,Initiative,Non judgemental,Patience,Keen Interest in Technology,Strong general IT skills,Full Driving License and Car