What you’ll be doing
Network Technicians are really important to our business. They help our customers solve technical problems when they need it, meaning our customers can stay active. You’ll do this using a range of tools to problem-solve and trouble-shoot non-routine problems.
You’ll learn how to provide 2nd line incident resolution – that’s when our front line customer service teams can’t solve the issue, so things are a bit more complicated. You’ll provide support in a specialist area; it could be anything from data to voice, from security to applications. In your role you could also use automation tools for configuration and estate management. We’ll teach you the ins and outs of how all the technology works, you don’t need to know everything beforehand.
We’ll teach you ITIL support principles, so you’re following best practice. You’ll work with other teams like service control, service management and service design, to make sure you can fix issues quickly and efficiently. You’ll really drive continuous improvement and learn to interact closely with our customers to deliver high levels of customer service in all engagements.
Not only will you learn technical skills, you’ll also learn to manage customer escalations. It might be the case you can’t fix the issue for the customer, so you’ll need to send it to the third line team. A big part of your role will be supporting the customer, and managing their expectations and timelines of when things might be resolved.
This is a role for you if you like keeping up with new technology and using it solve problems for other people.
About the apprenticeship you’ll study for
As a Network Technician, you’ll study for a Level 3 apprenticeship, called Information Communication Technology (ICT).
Your apprenticeship scheme will last 24 months and 20% of your working hours will be dedicated to studying.
You’ll need to achieve a minimum of five GCSEs at grades 4-9 (C or above) including English and Maths. You’ll also need a full driving license with no more than six points. Equivalent qualifications are accepted.