Technical Support Apprentice

The Opportunity

Our client is recruiting for a Technical 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

• Apprenticeship Course: Level 3 Information Communication Technician
• Apprenticeship Duration: 13 months + Assessment
• Location: Remote working is available with travel to Wiltshire or London when requested, although candidates that live in the Wiltshire area would be particularly welcomed.
• Working Hours: 40 hours, Monday – Friday (between 8am-6pm). Candidates can work flexible hours within these times as long as business needs are met. Occasional work (2/3 weekends per year) may be required during system upgrades. This would be paid as overtime or time in lieu.
• Salary: as per skills, knowledge and experience typically starting between £16,500.00 - £18,500.00 depending upon age and skills knowledge and experience.

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 2nd 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 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 troubleshoot 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 in 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 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.