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Technical Support Officer Apprentice INTELLIGENT RETAIL LIMITED

If you love helping people and have a genuine passion for IT systems, then starting a career at intelligent retail as an apprentice customer support agent could be for you! Here at intelligent retail we offer retail solutions to help independent retailer.

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Closing date: 31 Jul 2022

Apprenticeship summary

  • Annual wage


  • Working week

    Shifts TBC.

    Total hours per week: 37.50

  • Expected duration

    65 weeks

  • Possible start date

    05 Sep 2022

  • Date posted

    13 Jul 2021

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

Responsibilities and objectives of this apprenticeship are:

 Technical Customer Support:

  • Become a proficient user of software designed in-house and the hardware that accompanies it
  • Provide remote and telephone assistance to customers
  • In addition, take ownership issues until resolved
  • Provide assistance to the customer service department as directed
  • Determine if an item has to be returned to the manufacture due to not being able to be fixed remotely
  • In addition, ensure that the company’s RMA process is followed throughout

 Import Service:

  • Have a good understanding of excel and formulas to support customers with importing data into their software


  • Assist the customer service department in keeping help-sheets recent with the latest available information

Installation of Hardware and Software:

  • Install and re-install software on customers’ own hardware, as well as IR Hardware either by remote assistance or on-site 
  • Setting up and testing hardware prior to installation on site
  • Assisting with stock control including weekly stock takes
  • Training provided in heavy lifting techniques
  • Managing AVG portal internal IT and external customers

Other Activities:

  • As with all roles at intelligent retail, flexibility is important and this role may need to support other teams where appropriate as per business needs
  • Other departmental requirements as set by the line manager
  • Be willing to take on any other projects to completion

Requirements and prospects

Desired skills

The successful candidate must possess the key skills below:

  • First class written and spoken English
  • Good communication skills, including an excellent telephone manner 
  • Be computer literate in Excel, Word and Outlook 

Personal qualities

Desirable personal qualities would be:

  • Have a willingness to learn and adapt 
  • Be comfortable dealing with business owners 
  • Have good organisational skills 
  • Be able to use own initiative but still be a team player 
  • Be conscientious, courteous and professional at all times
  • Be bright, enthusiastic and have a positive attitude

Desired qualifications

  • Looking for minimum 5 GCSE’s A-C (8-4) including maths & English or equivalent

Future prospects

  • The potential to progress within the company and learn skills that will help you achieve roles in various other positions

Things to consider

The Apprenticeship National Minimum Wage guide (ANMW):

About the employer

The team at Intelligent Retail understands that most independent retailers are not computer experts. They are business people that need a tool to help run the business better in a multichannel world. Business computer systems should be highly compatible with the way a business is run. That's why we believe in the right product for the right job, not generic tools made to fit. This is why we designed the Connect range of products for complete simplicity focussed around the needs of the independent retailer.





Bone Lane


RG14 5RD

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Training provider


Applications for this apprenticeship are being processed by West Berkshire Training Consortium


Rachel Eaves 07922426414

  • Day to day training will be provided by Intelligent Retail LTD
  • Functional skills in maths and English if required
  • Remote training with WBTC/ITEC and in the workplace

Apprenticeship standard

Digital support technician

Level 3 (A level)

Before you apply

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