Summary
Passionate about tech and would love to build a meaningful career in the industry? This opportunity could be just what you’re looking for. Triangle Networks work within the telecommunications & connectivity sector, providing full-fibre gigabit connectivity to businesses around the UK.
Wage
£16,000 a year
Training course
Information communications technician (level 3)
Hours
Monday to Friday, 9am to 5:30pm.
37 hours 30 minutes a week
Possible start date
Wednesday 30 April
Duration
1 year 6 months
Positions available
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you’ll do at work
Triangle is looking to develop a savvy, IT literate, people-focused Support Agent. The successful candidate will be outgoing and confident speaking to clients on the phone and will complement the office culture.
As an Apprentice Support Agent, you’ll thrive on the dynamism and variety of a smaller but well-established business and be proactive in your approach to work and communication.
Job Role:
You’ll join and be mentored by the existing support team to learn on the job, along with plenty of help and guidance from the rest of the team at Triangle. Using your passion for technology, paired with people and communication skills, you’ll indulge in a variety of tasks and learn as you go. These include:
* Handling calls in a polite and professional manner.
* Monitor digital channels and respond as appropriate.
* Direct requests and queries to other staff members as needed
* Raising support tickets for customers for a range of queries
* Adhere to the support document in each and every case raised.
* Use CRM system to monitor, update and contact clients in timely manner as laid out in the service guide.
* Take ownership of tickets from point of them being raised to resolution using client and supplier liaison to assist in fault resolution
* Actively manage client expectations and levels of urgency when dealing with faults.
* Comply with appropriate internal and external regulations
* Conform to service level agreements
* Mon-Fri 9.00am-5.30pm desk-based role
Additional Duties:
* Hardware configuration including routers & IP handsets
* Setup/deployment of laptop and PC equipment and mobile devices including Apple/android internally
* Office 365 user management and deployment including email/Team's configuration
* Documentation of tasks to add to FAQs and service guides
* Send service agreements to clients as required by the sales team
Where you’ll work
7A THE TRIANGLE CENTRE
CLEVEDON
BS21 6HX
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
PROFESSIONAL APPRENTICESHIPS LTD
Your training course
Information communications technician (level 3)
Equal to A level
Course contents
* Interpret and prioritise internal or external customer's requirements in line with organisation's policy
* Apply the appropriate tools and techniques to undertake fault finding and rectification
* apply Continuous Professional Development to support necessary business output and technical developments
* Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
* Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
* Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
* Manage and prioritise the allocated workload effectively making best use of time and resources
* Complete documentation relevant to the task and escalate where appropriate
* Install or undertake basic software upgrades,either physically or remotely
* Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
* Provide remote/F2F support to resolve customer requirements
* Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
* Identify and scope the best solution informed by the system data associated with the task
* Test and evaluate the system's performance and compliance with customer requirements.
* Escalate non routine problems in line with procedures
* Use basic scripting to execute the relevant tasks for example PowerShell, Linux
* Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
* Apply the necessary security, in line with access and/or encryption requirements
* Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
* Test and evaluate network environments
* Monitor performance and usage of a network
* Deploy applications on a network
* Set up storage and data access for staff
* Apply necessary security measures, in line with access requirements to a network
* Carry out routine maintenance across network systems, ensuring organisational compliance
* Monitor network-related workloads including DNS and firewalls
* Install or undertake basic upgrades, either physically or remotely
* Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
* Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
* Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
* Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
* Interpret and prioritise internal or external customer's requirements in line with organisation's policy
* Apply the appropriate tools and techniques to undertake fault finding and rectification
* apply Continuous Professional Development to support necessary business output and technical developments
* Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
* Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
* Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
* Manage and prioritise the allocated workload effectively making best use of time and resources
* Complete documentation relevant to the task and escalate where appropriate
* Install or undertake basic software upgrades,either physically or remotely
* Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
* Provide remote/F2F support to resolve customer requirements
* Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Your training plan
You will undertake the ground-breaking Professional Apprenticeships Information Communications Technician Level 3 qualification. Professional Apprenticeships hold the title of Bristol and Bath Apprenticeship Training Provider of the Year for 2021. They also boast the highest Ofsted rating, which only a select few training providers in the region have.
During this advanced apprenticeship, you will learn a vast range of knowledge, skills and behaviours, covering topics such as
* Data Security
* Hardware & Software
* Computer Networking and so much more.
The programme is designed to mould you into a high-level, all-rounded technician. You will learn in detail about:
* Cloud & Mobile Technologies
* Technical Problem Solving
* Advanced Data Security
* Computer Networks
* IT Communication & much more.
These modules are designed to jump-start your career and make you stand out in an increasingly competitive field, boosting your future earning potential.
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade 4/C)
* Maths (grade 4/C)
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
* Communication skills
* IT skills
* Attention to detail
* Customer care skills
* Problem solving skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Initiative
* Non judgemental
* Patience