L3 ICT Support Technician – Full-time, Apprenticeship Support Analyst – Find an apprenticeship

Summary

We're a global hospitality management software company. Exciting opportunity for a Support Analyst to join our team. Providing 1st line support to our global hotel customer base for EPOS system. An ideal role for those wanting to make a difference, enjoy trouble shooting issues, knowing when to escalate to 2nd/3rd line and the development team.

Annual wage: £17,000 a year
Minimum wage rates (opens in new tab)
Training course: Digital support technician (level 3)
Hours: Initially, between hours of 10am - 6.30pm 5 days per week. After 6 months working across a Monday – Sunday rota 4 days on/4 days off. Due to necessary working hours, we ask for a minimum age of 17, reaching age 18 within 6 months.
37 hours a week
Possible start date: Tuesday 1 October
Duration: 1 Year 9 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

Answering customer calls
Troubleshooting & managing support tickets
Upgrading customer systems
Installing new modules
Working with other vendors to identify interface bugs
Identify configuration issues or bugs within the software

Where you’ll work

Frederick Road

Salford

M6 6FP

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

TECHNICAL PROFESSIONALS 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.