Summary
We are looking for a motivated Digital Support Technician Apprentice to join our busy and dynamic Support Desk team. This is an excellent opportunity to gain hands-on experience in IT support while learning from experienced engineers.
Wage
£14,526.20 a year
Training course
Digital support technician (level 3)
Hours
Monday to Friday 9am-5pm.
37 hours a week
Possible start date
Tuesday 6 May
Duration
1 year 4 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
* To provide 1st line technical support, answering support queries via phone, email and live chat
* To maintain a high degree of customer service for all support queries and adhere to all service management principles
* To take ownership of user problems and be proactive when dealing with user issues
* To log all calls on the call logging system
* Respond to enquiries from clients and help them resolve any hardware or software problems
* Maintain a log of all calls taken
* Maintain a log of any software or hardware problems detected
* Support users in the use of computer equipment by providing necessary training and advice
* Call logging and dealing directly with clients
* To allocate more complex calls to the relevant support member
Where you’ll work
ENTERPRIZE HOUSE
GUINNESS ROAD
TRAFFORD PARK
MANCHESTER
M17 1SG
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
NOWSKILLS LIMITED
Your training course
Digital support technician (level 3)
Equal to A level
Course contents
* use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
* use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
* apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
* provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
* operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
* communicate effectively through a variety of different channels using terminology appropriate to the audience
* use digital resources to extend own knowledge and skills relevant to their role
* risk assess the organisational impact of decisions that they take
* use digital systems to identify productivity and performance improvements
* use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
* maintain system security in line with organisational policies.
* support digital operations or digital change and transformation activities.
* investigate application problems and enable resolution to maintain productivity and improve quality of service.
* coach and guide stakeholders to develop their applications skills to use digital systems effectively.
* monitor data to analyse systems use and provide insights to recommend use or applications developments.
* support customers in the use of information, products and services through digital channels.
* diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
* maintain end-user systems physically or remotely. For example: software, hardware or operating systems
* provide and direct end-users to tools and resources to help them to resolve their digital problems.
* use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
* use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
* apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
* provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
* operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
* communicate effectively through a variety of different channels using terminology appropriate to the audience
* use digital resources to extend own knowledge and skills relevant to their role
* risk assess the organisational impact of decisions that they take
* use digital systems to identify productivity and performance improvements
* use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
* maintain system security in line with organisational policies.
Your training plan
Training schedule has yet to be agreed. Details will be made available at a later date.
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
* Communication skills
* IT skills
* Problem solving skills
* Team working
* Knowledge of Microsoft
* Excellent telephone manner