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Technical Customer Support Analyst Apprentice TEAM TECHNOLOGIES LTD

Do you enjoy finding Tech solutions? Our friendly team will support you through your apprenticeship. The primary purpose of the role is to help our customers resolve user, technical & administrative issues with systems we have developed, in particular our "GoldSTAR" product. This role will also help with testing amendments and enhancements.

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Closing date: 14 Oct 2022

Apprenticeship summary

  • Annual wage

    £17,000.00

  • Working week

    This role will be working a total of 37.5 hours a week As the apprenticeship progresses there will be some shift work involved between the hours of 6am to 10pm occasionally, as well as weekends, depending on the age of the Apprentice.

    Total hours per week: 37.5

  • Expected duration

    15 Months

  • Possible start date

    17 Oct 2022

  • Date posted

    08 Aug 2022

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC1000074484

  • Positions

    1 available

What will the apprentice be doing?

Primary tasks
The primary tasks to be performed by this role are as follows (all are subject to us providing appropriate training):
● Carry out phone and email based support services by providing timely and accurate responses to customers
and partner organisations;
● Investigate user, technical and administrative issues raised by customers or colleagues;
● Liaise with third parties as may be necessary to resolve issues;
● Keep records of queries, actions and solutions using the company’s administrative systems;
● Test developments and bug fixes in conjunction with your colleagues and our customers;
● Maintain internal documentation that we use to provide services;
● Carry out all duties in line with documented company policies and processes;
● Ensure both the company and our customers adhere to Information Security policies and procedures;
● Provide ‘on-call’ support out of normal working hours on a rota basis (one week in 4, but subject to change)

Secondary tasks (dependant on aptitude and skills)
Other tasks that we would like to see this role getting involved with in the future might be:
● Carry out minor system upgrades;
● Assist with in-depth software testing;
● Update user, training and administration manuals; and
● Provide support to colleagues who may be less experienced

What training will the apprentice take and what qualification will the apprentice get at the end?

The Apprentice would work towards the Level 3 Digital Support Technician. This would be delivered through remote and some in- person group training, 1-1 training and reviews. Functional Skills level 2 in maths and English if required, delivered either remotely or in person.

What is the expected career progression after this apprenticeship?

Ongoing training and personal development will be supported.

Requirements and prospects

Desired skills and personal qualities

IT skills, Attention to detail, Customer care skills, Problem solving skills, Logical, Attention To Detail, Focussed, Work independently

Qualifications

GCSE or equivalent English (Grade 4 or C) Essential
GCSE or equivalent maths (Grade 4 or C) Desired

Things to consider

Team Technologies Ltd. (Head Office in Newbury, Berkshire) is a small company, so you will need to be flexible, happy to ‘roll up your sleeves and get your hands dirty’, prepared to assist colleagues and cope with change. From time to time you may be expected to carry out tasks which are not in this Job Description. We will not expect you to undertake work for which you have not been sufficiently trained.

About the employer

Team Technologies (Team) prides itself on building long term relationships with its clients. Whatever the size of your business, we are committed to making your projects succeed. Founded in May 1992 Team was established to provide expertise in newly emerging groupware products of the day. As Lotus Notes became the leader in the groupware market, Team consultants focused on the growing portfolio of Notes/Domino related technology. This commitment and competency to provide high quality consultancy and support services for Notes/Domino related technology has ensured that the company continues to be a Lotus Premier Business Partner. As Team has grown, its technical staff have built up a range of ancillary web development skills to enable the company to deliver complex e-business solutions. Team has clients in many industry sectors, including Manufacturing, Insurance, Transport and Pharmaceuticals. Whether you are looking to improve your internal paperless workflows or introduce electronic communication with suppliers and customers, we have the tools and experience to deliver rapid development of collaborative applications

Employer

TEAM TECHNOLOGIES LTD

Address

78 Bartholomew Street

Newbury

RG14 7AB

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Training

Training provider

WEST BERKSHIRE TRAINING CONSORTIUM

Contact

Rachel Eaves

rachel@wbtc-uk.com

07922 426414

Apprenticeship standard

Digital support technician

Level 3 (A level)

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