IT Support Apprenticeship

Summary

The post holder should have an interest in the telecoms industry and the technology industry more widely and an enthusiasm and willingness to learn new skills.

Wage: £15,000 a year
Minimum wage rates (opens in new tab)
Training course: IT solutions technician (level 3)
Hours: Monday - Friday 9.00am - 5.00pm.
37 hours 30 minutes a week
Possible start date: Thursday 1 May
Duration: 1 year
Positions available: 1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

Ensure the delivery of high-quality technical support
Ensure customer service response is timely and accurate
Ensure that your responsibilities are met so the overall tech support team is meeting and exceeding expectations regarding performance.
Meeting defined metrics/benchmarks
Making sure that standards and processes are followed
Triage, investigate and resolve technical support requests
Coordinate support issues between customers and 3rd party vendors
Communicate appropriately internally and to customers
Establish best practices throughout the entire technical support process
Drive ticket resolution within predefined service level agreements
Monitor and manage phone queues
Contribute to Knowledge Base repository and ensure top-quality solutions are available to the team and customers
Manage and maintain partner relationships as required
Follow up with customers as part of the service lifecycle
Provide customer feedback to the appropriate internal teams (eg Key Account Managers)
Advise management on situations that may require additional client support or escalation

Where you’ll work

Suite 7, Element, Ring Road
Leeds
LS12 6AB

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

REMIT GROUP LIMITED

Your training course

IT solutions technician (level 3)

Equal to A level

Course contents

Work at any stage of the solution lifecycle.
Interpret client requirements.
Prioritise tasks to work within agreed project plans.
Ensure resources are used efficiently and responsibly.
Design solutions to meet client and business requirements.
Identify technical solutions using creative and critical thinking.
Install hardware or software, either physically or virtually.
Search and use different types of data or information sources.
Test and evaluate performance, functionality, and usability of solutions to ensure compliance with customer and project requirements.
Deploy and implement solutions, supporting change management practices.
Create and maintain documentation in accordance with best practice and organisational requirements.
Support multiple contemporary or legacy solutions to required levels of service.
Apply organisational policies and legislation in relation to security requirements, privacy, and confidentiality.
Communicate using a variety of tools and approaches, adapting language for technical and non-technical stakeholders.
Apply continuous professional development CPD to support their own learning, business needs and technical developments.
Work at any stage of the solution lifecycle.
Interpret client requirements.
Prioritise tasks to work within agreed project plans.
Ensure resources are used efficiently and responsibly.
Design solutions to meet client and business requirements.
Identify technical solutions using creative and critical thinking.
Install hardware or software, either physically or virtually.
Search and use different types of data or information sources.
Test and evaluate performance, functionality, and usability of solutions to ensure compliance with customer and project requirements.
Deploy and implement solutions, supporting change management practices.
Create and maintain documentation in accordance with best practice and organisational requirements.
Support multiple contemporary or legacy solutions to required levels of service.
Apply organisational policies and legislation in relation to security requirements, privacy, and confidentiality.
Communicate using a variety of tools and approaches, adapting language for technical and non-technical stakeholders.
Apply continuous professional development CPD to support their own learning, business needs and technical developments.

Your training plan

IT solutions technician (Level 3) appreticeship standard, including Functional Skills in English and maths if required. Training is remote up to 3 times per month.

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

IT skills
Customer care skills

About this company

Our Technical Support team are responsible for providing direct technical support with a customer centric focus. This position will see you take a place within our platform technical support team, to provide excellent support in resolving all technical issues. The post holder should a problem-solving attitude with ability the to see things from the customers perspective and be their champion in getting their issues resolved.

After this apprenticeship

Full-time opportunity may be available for the right candidate.

Ask a question

The contact for this apprenticeship is:

REMIT GROUP LIMITED

Lois

lois.sharland@remit.co.uk

The reference code for this apprenticeship is VAC1000305761.

Apply now

Closes on Friday 25 April 2025

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