Technical Support Analyst Apprentice

Virgin Media
Beechcroft, Southgate Park, Bakewell Road, Peterborough, PE2 6YS
£17,500.00 annually
24 May 2019
09 Jul 2019
Role Type
Apprenticeship, Higher
Start Date
Our Technical Support Analyst Apprenticeship Scheme welcomes both women and men to gain an end-to-end understanding of what's needed to keep our valued business customers happy - while improving their overall experience across different levels of service.

All our Apprenticeship Schemes are offered on permanent contracts. And, around 90% of apprentices stay on with us - while others will have gained transferable skills that are sought after elsewhere.

Let's talk about what you'll be doing:

With fantastic help from your scheme mentor and other workmates, you'll learn how provide IT support for business incidents at the frontline of our VMB operations, making sure our customers are satisfied with our ground-breaking products and services.

You'll be completing technical diagnostics and troubleshooting so that incidents are resolved as quickly and effectively as possible. As well as identifying the root cause of the problem, you will also need to find solutions in collaboration with our Business, Technology and Innovation functions - all while keeping your cool in a high-pressure environment!

Eventually, you'll be taking care of the management, escalation and communication of all incidents to current ITIL standards - a set of best practices that focus on aligning IT services with business needs.

How are you going to get there?

As a customer facing role, you'll need to show a real understanding of how important excellent customer service is, and how to represent us as a trusted advisor and go-to contact for all technical-related customer enquiries.

Having excellent troubleshooting skills and being able to make sense of network fault diagnostics is as essential as knowing your way around internetworking, TCP/IP principles and DNS - while understanding network monitoring tools, incident management systems and both traditional and IP Voice would also be a bonus.

Some previous customer service experience would be another advantage - but we're more interested in dynamic free-thinkers who can manage relationships and are passionate about putting smiles on customers' faces.

So, what can we do for you?

During the scheme, you'll gain all the experience, understanding and exposure to our leading business practices that you'll need to kick start a successful career - and we'll pay you a decent salary with amazing benefits while we prepare your future!

In 2017, we announced our long-term vision of achieving 50/50 gender parity by 2025. It's super-important for us to reflect equality and diversity in our workforce, especially for STEM* based subjects - and that's why we're encouraging men and women to hone their technical skills with us.

We are looking for motivated women and men who get their kicks from keeping our customers happy.

Join Virgin Media... Come and be a part of something special!

(*STEM based subjects are those that fall under Science, Technology, Engineering and Maths disciplines)

Requirements and prospects

Desired skills

  • A real understanding of how important excellent customer service is
  • Excellent troubleshooting skills
  • Some previous customer service experience would be an advantage

Personal qualities

  • Super sharp & switched on
  • Flexible
  • Friendly
  • Get up and go
  • Confident
  • Pro-active
  • Resilient enough to face any enquiry
  • Dynamic free-thinkers who can manage relationships

Desired qualifications

  • Educated to A-level or equivalent in STEM* based subject.
  • GSCEs in maths and English (Grade C or above, Grade 9-4 or equivalents)

Future prospects

All Virgin Media apprenticeships are permanent and successful completion of the apprenticeship will enable candidates to apply for other opportunities within the business as their aptitude and interest drives them.

Things to consider

Salary progression based on performance + amazing benefits.

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