Job Description – Technical Support Apprentice

The
Opportunity

Our client is recruiting for an Technica
Support Apprentice to join their team in Wiltshire.

The Level 3 Information Communication
Technician apprenticeship programme that we are offering, will allow
you to kick-start your career in an industry that is constantly evolving,
dynamic and transformational.

The steps
you take will provide you with valuable first-hand experience, knowledge,
skills and qualification to help really drive your career forward. We are here
to guide and support you every step of the way!

The Position

The Opportunity

Our
client is seeking technical management and support consultants with preferably
some work experience or an appreciation and keenness to work in the field of
IT, including skills or understanding of system-to-system integrations and
system configuration. The ideal candidate(s) should have a good knowledge of or
experience with cloud-based systems and web technologies.

This
is a great opportunity to develop skills, knowledge and experience in a
medium-sized company that is growing year on year and which is continually
creating new opportunities and roles for its UK and offshore based teams.

The Level 3 Unified Communications Apprenticeship
Programme that we are offering, will allow you to kick-start your career in an
industry that is constantly evolving, dynamic and transformational.

The steps you take will provide you with valuable first-hand
experience, knowledge, skills and qualification to help really drive your
career forward. We are here to guide and support you every step of the way!

Job Purpose:

As a
Technical management and 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 2^nd 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

•         To
deal with day-to-day support and technical queries from customers

•         To
manage systematically elements of the system to ensure that it is functioning
correctly and as expected by the customer

•         To
configure the system for new customers to enable them to get started with the
platform

•         To
manage and support system integrations and trouble shoot integration failures
to ensure that optimum performance is maintained.

•         To
support the testing of new releases and new products to ensure that they work
efficiently and correctly.

•         To
review the stable of products during everyday work and offer suggestions for
improvements and enhancements

•         Respond
to enhancement opportunities with customers that are chargeable 

•         To
support in other areas of the business when called upon

•         Ability
to work remotely if necessary and with minimal supervision

Attitude and Skills

•         The
ability to quickly learn new skills or systems and apply them to good effect in
everyday work.

•         The
ability to proactively identify reoccurring issues and work independently or
teams to put in appropriate long-term fixes.

•         The
ability to communicate well with customers and build valued relationships.

•         The
ability to prioritise work and balance conflicting demands

•         The
ability to work as part of a team as well as on own

•         Possess
good time management skills.

•         Possess
drive and determination to succeed

Technical Skills and Knowledge

·       Familiarity with
cloud technologies

·       Keenness to work in
an IT environment

Desired

·       Qualification(s) in
IT

·       Previous customer
support experience

Knowledge & Experience:

Essential:
GCSE Grade C or above in Maths and English

Eligibility Criteria
Individuals must have a valid and eligible residency status to
apply for this role.

About ITP
We help employers develop their best talent
and inspire the next generation through apprenticeships, mentoring and
training, we’re plugging the UK’s digital skills gap to provide a workforce for
the future.

If this sounds like the role
for you, get in touch! Once we receive your application, one of our team will
be in touch to help you with the next stage.

The ITP are working
on behalf of a third party to advertise their vacancy.  By submitting your
CV, you agree to be contacted by The ITP and your information to be passed on
to a third party.

Safeguarding and Values Commitment

The
ITP is committed to safeguarding and promoting the welfare of learners and
expects all staff and volunteers to share this commitment. Successful
appointment to this role will require satisfactory completion of recruitment
checks.

At
the ITP, we are fully committed to safeguarding and promoting the welfare of
all learners and creating a safe, inclusive, and respectful workplace. We
expect every team member to:

• Uphold and
  champion our values, code of conduct, and safeguarding principles.
  
• Take personal
  responsibility for understanding and adhering to all safeguarding
  procedures and policies.
  
• Promote a
  culture of safety and wellbeing through a proactive “do no harm” approach.
  
• Recognise and
  act on their responsibility in supporting, strengthening, and enforcing
  safeguarding practices across all areas of work.
  
• Understand and
  meet any role-specific safeguarding duties — including, in this position,
  actively identifying and reporting concerns, engaging in relevant
  training, and modelling safe and inclusive behaviours in all apprentice
  interactions.
  
•  
  

At the ITP, our company culture is important to us, and all
employees and consultants are expected to operate in line with our values:

·       We
change lives - We strive to make a difference for our apprentices,
clients, members, ourselves, and our team on a daily basis. We push for
diversity and inclusion in our industry by challenging perceptions. We embrace
individuality. We believe that everyone is equally important.

·       We are
genuine and honest - We breed trust amongst clients, apprentices, members,
and the team. We take responsibility for our words, actions, and results. We
are human. We encourage one another through honesty and transparency.

·       We are
innovative and unique - We are empowered by innovation. We strive to make
the impossible, possible. We are proud to be the only organisation of our kind,
of who we are and how we got here.

·       We are
Personable - We remind ourselves what it’s like to be in others shoes. We
have authentic conversations; we are real and so are our relationships.

·       We are
stronger united - We share our knowledge and experiences. We celebrate one
another on our achievements. We value and encourage one another because we win
or lose as a team.