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Digital Support Technician Apprentice ADDOOCO IT LIMITED

They are looking for a skilled individual to join their fantastic team as an apprentice IT engineer. The successful candidate will be reporting to the Head of UK Operations and working with the support team. Therefore, the successful candidate will need to possess excellent communication skills alongside technical competence.

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Closing date: 01 Jan 2022

Apprenticeship summary

  • Annual wage

    £12,000.00

  • Working week

    Between 7am till 10pm Monday to Friday (on call rota outside of this)

    Total hours per week: 37.50

  • Expected duration

    1 years

  • Possible start date

    02 Jan 2022

  • Date posted

    27 Aug 2021

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC001757626

  • Positions

    1 available

GBS Apprenticeships are recruiting for a specialist provider of managed IT, Cloud and Communications solutions. Their approach delivers a premium customer experience at an affordable price for all businesses. One of their main strengths is in their innovative approach and their team has a strong track record in delivering award-winning bespoke solutions. In being owned and run by career long IT specialists, they have been able to build a robust platform from the ground up.

About The Role

They are looking for a skilled individual to join their fantastic team as an apprentice IT engineer. The successful candidate will be reporting to the Head of UK Operations and working with the support team. Therefore, the successful candidate will need to possess excellent communication skills alongside technical competence. The team is wholly committed to providing quality and excellence for every customer regardless of the scale of the job. Also, their staff are fully integrated into how they manage quality and how they can improve today and in the future. This is a great opportunity to be a part of a continually growing company.

Qualifications

Essential:

  • Grade A-C in English and Maths at GCSE Level or equivalent
  • Good standard of practical application of literacy and numeracy

Roles/Responsibilities

Main responsibilities:

  • Being the first point of contact for all enquiries both via telephone and the internal helpdesk system
  • Logging all telephone support calls within the helpdesk system, ensuring that all relevant information is captured and correctly prioritised
  • Monitoring the helpdesk system for incoming requests, and action for support or additional information
  • Diagnosing and fixing faults in hardware, networking, and software
  • Ensuring that all issues are progressed to meet agreed SLA targets
  • Ensuring that all issues are kept up to date and the customer is informed of the progress
  • Ensuring that all issues are updated with the full resolution details prior to closure
  • Logging information on the daily checklists
  • Maintaining compliance with ISO 9001, 14001 and 27001 standards
  • Abide by and proactively implement all of the Company’s internal policies and procedures
  • Living by the Company values and behaviours
  • Manage your time effectively to complete apprenticeship requirements

Desired Skills

  • The aptitude/ability to liaise directly with a diverse range of end users from multiple countries
  • The aptitude/ability to meet company service standards and turnaround times
  • Strong communication skills (specifically over the phone and by email)
  • Fluency in spoken and written English
  • Technical aptitude – the ability to learn new technologies quickly (full training will be provided where required)
  • The aptitude/ability to work in an organised manner, under pressure and methodically
  • The aptitude/ability to work proactively whilst multi-tasking and within a team environment
  • Flexibility to cover extended hours and on call where necessary

Personal Qualities

  • Organised
  • Customer focused
  • Natural problem solver
  • Initiative
  • Meticulous
  • Flexible
  • IT savvy
  • Hold a valid driver’s licence

Salary, Contract Term and Employee Benefits

£12,000 per year plus benefits

7am till 10pm Monday to Friday (on call rota outside of this)

The Apprenticeship Standard is Level 3 Digital Support Technician

Reference ID: GBSAF038

Job Types: Full-time, Apprenticeship


Requirements and prospects

Desired skills

  • The aptitude/ability to liaise directly with a diverse range of end users from multiple countries
  • The aptitude/ability to meet company service standards and turnaround times
  • Strong communication skills (specifically over the phone and by email)
  • Fluency in spoken and written English
  • Technical aptitude – the ability to learn new technologies quickly (full training will be provided where required)
  • The aptitude/ability to work in an organised manner, under pressure and methodically
  • The aptitude/ability to work proactively whilst multi-tasking and within a team environment
  • Flexibility to cover extended hours and on call where necessary

Personal qualities

  • Organised
  • Customer focused
  • Natural problem solver
  • Initiative
  • Meticulous
  • Flexible
  • IT savvy
  • Hold a valid driver’s licence

Desired qualifications

Essential:

  • Grade A*-C or 9-4 in English and Maths or equivalent
  • Good standard of practical application of literacy and numeracy

Future prospects

This is an apprenticeship position with the opportunity of progression if you prove to be a valuable member of the team.


About the employer

Addooco are a specialist provider of Managed IT, Cloud & Communications solutions.

Employer

ADDOOCO IT LIMITED

Address

Dunston Innovation Centre 2nd Floor

Dunston Road

Chesterfield

S41 8NG

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Training

Training provider

GUARD BUSINESS SOLUTIONS LIMITED

Applications for this apprenticeship are being processed by GUARD BUSINESS SOLUTIONS LIMITED

Enjoy finding solutions to digital problems?
With new technologies emerging and evolving it's the perfect time to develop your skills to be ahead of the game. These skills will help maximise the effective use of digital technologies, productivity software and digital communication for an organisation.

This occupation is found in organisations, large and small, in all sectors, and within public, private and voluntary organisations. Organisations of all types are increasing applying digital technologies across all their business functions to maximise productivity. The demand for people who can support and implement these digital operations and digital transformation projects is increasing. Similarly, organisations of all types are increasingly supporting their service users though online and digital channels, as they develop omni-channel approaches to meeting customer needs, deflect traditional telephone and face-to-face contacts and to reduce costs.

The broad purpose of a Digital Support Technician is to maximise the effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives. They will select one of the following two options:

A Digital Applications Technician helps their organisation and its internal users to maximise the use of digital technologies and adapt to and exploit changes in technology to meet organisation objectives and maximise productivity ensure effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives.

A Digital Service Technician supports the external customers and clients of their organisation though a wide variety of digital channels, to help them access and receive services, to coach and support them in their use of the digital systems; to support them to complete and submit information remotely and to diagnose and resolve their problems in relation to their access to and use of the digital technologies.

In their daily work, Digital Support Technicians interact with a wide variety of internal or external users of digital systems, through digital channels, by phone and/or face to face.

Apprenticeship standard

Digital support technician

Level 3 (A level)


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