Solutions Support Apprentice

Summary

You will work closely with our team of experienced consultants to provide exceptional service to our clients supporting software applications and bespoke applications. You will be given exposure to learn processes and procedures through the delivery of projects to clients whilst learning Microsoft Dynamics cloud solutions.

Annual wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Digital support technician (level 3)
Hours: Monday to Friday 8.30am - 5.00pm
37 hours a week
Possible start date: Tuesday 1 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

To accurately capture and detail all relevant information in relation to a customer’s support enquiry to aid clarity and resolution on the support application.
Actively communicate with the customer by phone, teams, and email to aid understanding of any issues, impact, and details to aid clarity on comprehension and aid uncover desired outcome and resolution.
Shadow and aid troubleshooting, research, and replication of the steps in test and core applications to aid uncover the cause and resolution to support issues with the wider team.
Maintain and upkeep accurate and timely completion of support call progress and actions on the support application that in turn provides the client regular updates.
Build strong rapport with clients and understanding of the nature of their business and key processes.
Receive and log requests for support from the support desk, other service delivery staff and end users.
Prioritise requests in accordance with agreed criteria and procedures.
Monitor the progress of requests for support and ensure users and other relevant parties are kept informed.
Take corrective action to avoid or minimize delays for clients.
Undertake training either via specific course or via self-learning from on-line platforms and material available.
To review and digest new product release details to enhance product knowledge.
To read and work through processing on client specific processes and system setup, (on test systems), to aid knowledge gain and aid troubleshooting of any client questions or issues.
To observe and learn the phases, milestones, and best practice approaches for the delivery of Software solutions client projects.
Aid and undertake any other tasks applicable to the delivery of the Solutions services and applications as maybe required and extend overall learning.

Where you’ll work

UNIT 3

2 NEW FIELDS BUSINESS PARK

STINSFORD ROAD

POOLE

BH17 0NF

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

BOURNEMOUTH AND POOLE COLLEGE, THE

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.