Summary
Velocity Academy have an exciting new opportunity for a IT Support Technician with SWOOPOS, an IT Support company based in Wolverhampton. This is a fantastic opportunity for someone to get themselves into IT and kickstart a career.
Wage
£13,741 a year
+ £300 per month competency bonus (upon successful onsite visits) + additional sales bonuses based on performance.
Training course
Information communications technician (level 3)
Hours
10am – 6pm (Monday – Friday, may include some Saturdays if site visit is required on weekend a day off in the week would be compensated)
35 hours a week
Possible start date
Thursday 3 April
Duration
1 year 3 months
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
* You will assist new potential customers by having engaging conversations via telephone and performing enticing, remote demonstrations of our Swoopos system turning potential opportunities into sales. You will ensure you always provide customers with accurate information on Swoopos products and services
* You will be accountable for onboarding of new customers through contractual agreements, whether direct sales or through resellers, in a professional & timely manner ensuring proactive communication throughout
* When onboarding your responsibilities will be to ensure we are writing “good business” to prevent any issues from arising in the future. This will be done through detailed KYC. You will then ensure you are able to meet customer expectations, meet deadlines and ensure contractual agreements are well understood
* Build relationships with your customers and our resellers to ensure satisfaction throughout the lifetime of the contract and to increase retention
* Perform check-in conversations on customers to obtain feedback and generate Trustpilot reviews
* Talk to customers daily, over the phone or via email to provide remote solutions, where possible, to any technical issues that may arise. Troubleshoot to detect any causes and resolve, linking in with 3rd party suppliers/partners when required
* Educate customers on procedures for resolving or preventing recurrence of a technical issue
* Perform ad hoc site visits to resolve any technical issues that could not be done remotely
* Schedule site visits annually to ensure relationships remain strong with your accounts
* Create and maintain clear customer record’s using our CRM system
* Collaborate with software developers to ensure customer feedback is built into our future development strategies and any systemic issues can be addressed quickly and effectively
Where you’ll work
28 Cleveland Street
Wolverhampton
WV1 3HT
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
VELOCITY 1ST LIMITED
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
Velocity apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.
Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme.
Successful completion of this apprenticeship gives you an accredited Level 3 IT Support Technician qualification, with training in how to:
* Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras.
* Address IT issues by prioritising in response to customer service level agreements.
* Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets.
* Support the roll out of upgrades or new systems or applications.
For a full list of programme modules visit:
Requirements
Essential qualifications
GCSE in:
* English & Maths (grade Minimum 4)
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
* Organisation skills
* Customer care skills
* Problem solving skills
* Presentation skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative
* Non judgemental
* Patience
* Driving
Other requirements
- Applicants must have a drivers license with access to a vehicle.