Summary
The post holder should have an interest in the telecoms industry and the technology industry more widely and an enthusiasm and willingness to learn new skills.
Wage
£15,000 a year
Training course
IT solutions technician (level 3)
Hours
Monday - Friday 9.00am - 5.00pm.
37 hours 30 minutes a week
Possible start date
Thursday 1 May
Duration
1 year
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
* Ensure the delivery of high-quality technical support
* Ensure customer service response is timely and accurate
* Ensure that your responsibilities are met so the overall tech support team is meeting and exceeding expectations regarding performance.
* Meeting defined metrics/benchmarks
* Making sure that standards and processes are followed
* Triage, investigate and resolve technical support requests
* Coordinate support issues between customers and 3rd party vendors
* Communicate appropriately internally and to customers
* Establish best practices throughout the entire technical support process
* Drive ticket resolution within predefined service level agreements
* Monitor and manage phone queues
* Contribute to Knowledge Base repository and ensure top-quality solutions are available to the team and customers
* Manage and maintain partner relationships as required
* Follow up with customers as part of the service lifecycle
* Provide customer feedback to the appropriate internal teams (eg Key Account Managers)
* Advise management on situations that may require additional client support or escalation
Where you’ll work
Suite 7, Element, Ring Road
Leeds
LS12 6AB
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
REMIT GROUP LIMITED
Your training course
IT solutions technician (level 3)
Equal to A level
Course contents
* Work at any stage of the solution lifecycle.
* Interpret client requirements.
* Prioritise tasks to work within agreed project plans.
* Ensure resources are used efficiently and responsibly.
* Design solutions to meet client and business requirements.
* Identify technical solutions using creative and critical thinking.
* Install hardware or software, either physically or virtually.
* Search and use different types of data or information sources.
* Test and evaluate performance, functionality, and usability of solutions to ensure compliance with customer and project requirements.
* Deploy and implement solutions, supporting change management practices.
* Create and maintain documentation in accordance with best practice and organisational requirements.
* Support multiple contemporary or legacy solutions to required levels of service.
* Apply organisational policies and legislation in relation to security requirements, privacy, and confidentiality.
* Communicate using a variety of tools and approaches, adapting language for technical and non-technical stakeholders.
* Apply continuous professional development CPD to support their own learning, business needs and technical developments.
* Work at any stage of the solution lifecycle.
* Interpret client requirements.
* Prioritise tasks to work within agreed project plans.
* Ensure resources are used efficiently and responsibly.
* Design solutions to meet client and business requirements.
* Identify technical solutions using creative and critical thinking.
* Install hardware or software, either physically or virtually.
* Search and use different types of data or information sources.
* Test and evaluate performance, functionality, and usability of solutions to ensure compliance with customer and project requirements.
* Deploy and implement solutions, supporting change management practices.
* Create and maintain documentation in accordance with best practice and organisational requirements.
* Support multiple contemporary or legacy solutions to required levels of service.
* Apply organisational policies and legislation in relation to security requirements, privacy, and confidentiality.
* Communicate using a variety of tools and approaches, adapting language for technical and non-technical stakeholders.
* Apply continuous professional development CPD to support their own learning, business needs and technical developments.
Your training plan
IT solutions technician (Level 3) appreticeship standard, including Functional Skills in English and maths if required. Training is remote up to 3 times per month.
Requirements
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* IT skills
* Customer care skills