Technical Support Apprentice

Job Description – 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

Job Title: Technical Support Apprentice

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). Candidate 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 on 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. If unable to support customers directly, you will refer to 2nd line technical developers for resolution, but importantly it will be you who resolves these issues and liaises back to the customer. You will work as part of a small team of other support professionals as well as technical account managers.

Duties and Responsibilities

• Deal with day‑to‑day support and technical queries from customers.
• Manage systematically elements of the system to ensure that it is functioning correctly and as expected by the customer.
• Configure the system for new customers to enable them to get started with the platform.
• Manage and support system integrations and troubleshoot integration failures to ensure optimum performance.
• Support the testing of new releases and products to ensure they work efficiently and correctly.
• Review the suite of products during everyday work and offer suggestions for improvements and enhancements.
• Respond to enhancement opportunities with customers that are chargeable.
• Support in other areas of the business when called upon.
• Ability to work remotely if necessary and with minimal supervision.

Attitude and Skills

• Ability to quickly learn new skills or systems and apply them to good effect in everyday work.
• Ability to proactively identify reoccurring issues and work independently or with teams to put in appropriate long‑term fixes.
• Good communication skills with customers and ability to build valued relationships.
• Strong prioritisation and ability to balance conflicting demands.
• Ability to work as part of a team as well as independently.
• Good time management skills.
• 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.

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