Technical Support Technician
What you’ll be doing
Technical Support is right at the heart of any organisation such as ours. We need people with the technical know-how to help our customers, to make sure everything runs smoothly.
By the time you’ve finished your apprenticeship, you’ll be a SME - that’s a fancy way of saying expert – you’ll have developed key skills in some of our most critical Service Management tools, and built good understanding of these in supporting 24x7 customer operations,
As an apprentice Technical Support Technician, you’ll learn to interact with business users, navigate and configure IT Service management tools, to provide second line level support for a wide range of internal and external customers.
In this part of our company, we work with major business customers, so you will be supporting a wide range of different household names in retail, finance, leisure, utilities, construction and other sectors. This won’t phase you though; we’ll coach and teach you how to develop business awareness skills to help with problem solving and escalations, and make sure we’re always working to improve our service and customer experience.
On your apprenticeship you’ll learn to take ownership of technology, build your problem solving skills and working with multi stakeholders. You’ll learn skills to share your knowledge and ideas with others by creating the correct documentation for customers and support teams. Not only that, you’ll make sure all the configuration and testing of our tool sets is achieved through attention to detail and a quality approach. When deploying technology to customers, you’ll either support directly with the installation and setup directly, or help support others to get things ready for use and day to day operations.
And while you’re doing all this, you won’t forget about making things better for the future either. With our culture of continuous improvement, you’ll be working with support teams to identify and implement better ways of managing downtime on systems, making life better for our customers. It’s a role that will keep you busy; but you’ll learn so many skills you can then take your IT support career in potentially many directions from a successful start.
About the apprenticeship you’ll study for
As an Apprentice Technical Support Technician you’ll study for a Level 3 apprenticeship, called Digital Support Technician.
Your apprenticeship scheme will last for 18 months and 20% of your working hours will be dedicated to studying.
In addition to your apprenticeship qualification, our apprentices also typically work towards their TILv4 Foundation certification.
You’ll need to achieve a minimum of four GCSEs at grades 4-9 (C or above) including English and Maths. Equivalent qualifications are accepted.