Role: Technical Support Apprentice
Location: Nottingham, NG9
Wage: From £14,500 p/a
Hours: 37.5 hours, Monday to Friday - 9am - 5pm
Please be advised this is an Apprenticeship opportunity. You will be paid National Apprenticeship Wage to ‘learn whilst you earn’ and gain an A Level equivalent qualification, please ensure you read the eligibility criteria before applying. We are not looking for people with relevant experience or qualifications at this stage, we are looking for eager, enthusiastic individuals who would like to start, change or progress their career path and trajectory.

BRIEF DESCRIPTION OF THE ROLE

Are you looking to take your first step into IT and have an ambition to develop a career within the sector? The position requires somebody who is friendly, energetic, a good team player and most importantly, focused on career progression and personal development. We believe strongly in developing all members of the team and throughout your apprenticeship journey, you will have the full support of the team. We’re a really friendly team and we’re looking forward to supporting the next IT apprentice, could this be you?

KEY RESPONSIBILITIES

As a Technical support Apprentice, you will help onboard new customers to the platform and support existing customers with day to day technical queries and system configuration issues. Should you be unable to support customers, you will refer to 2nd line technical developers who will support you in resolving these issues, but importantly it will be you who resolves these issues and liaises back to the customer.
To undertake this role, you need to be responsive to customer enquiries and work as part of a small team of other support professionals as well as technical account managers.
Assisting customers is usually carried out via telephone or web ex conference, however there may be occasions when you are asked to go onsite (to customer offices) with Directors and technical account managers to support development activity.

Duties and Responsibilities:

• Management of support requests logged via telephone, email
• Working to company defined SLA’s for response and resolution times
• Assist with provisioning of customers services
• Assist with order management
• Number porting
• Identify service improvement recommendations
• Creation and ongoing management of customer FAQ and help guides

KNOWLEDGE SKILLS AND BEHAVIOURS DEVELOPED IN THE ROLE

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Presentation skills
• Administrative skills
• Analytical skills
• Team working
• Creative