Technical Support Apprentice

Summary

This is an incredibly exciting opportunity to join a growing mobile services provider in Bath, as a technical support apprentice. IQ Mobile is a virtual mobile network on EE. Those who join IQ Mobile are in for an exciting time! It is a fast-paced environment with lots to do, with even more to learn.

Annual wage: £18,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: M-F 9am-5pm
40 hours a week
Possible start date: Saturday 5 October
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

Working from stunning offices in Bath city centre, you be responsible for front line interaction with customers, satisfactorily troubleshooting and resolving incoming support issues. IQ cover a wide range of technologies and customer types, particularly seniors, kids and travel and they are increasing their focus on business customers.

There has never been a better time to come on board. IQ are ambitious and are growing quickly and you will become a key part of the team, developing with the business as it grows.

Your role will be varied and you’ll learn a wide range of skills, including:

To always act as a highly ethical, flexible, professional, and reliable member of the IQ Mobile team.
To answer incoming calls politely and with well-spoken English.
To become fully familiar with the products supplied by IQ Mobile and the communications industry.
Investigating, documenting, and resolving customer reported issues effectively and efficiently.
Understanding and escalating any issues that need urgent attention.
Conducting product testing.
Developing and presenting knowledge base content.
Working closely with internal teams to effectively onboard customers moving onto aftercare and support.
Provide stellar customer experience
Providing administrative tasks involving but not limited to postal services, hardware setup and deployment, billing-related support queries and account management.

Person specification

Strong customer service skills
Strong problem solving and technical troubleshooting skills
Excellent written and oral communication skills
Proficiency in Microsoft Office products such as Word, Excel, Outlook
Good understanding/ability to navigate Smartphone OS’s (Android/Apple)
An overall interest in the communications industry
Above all should have a can-do attitude with a willingness to learn.

Where you’ll work

UNIT 1

NEWARK WORKS

2 FOUNDRY LANE

BATH

BA2 3GZ

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

PROFESSIONAL APPRENTICESHIPS LTD

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