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First Line Support Technician Apprentice (Excel Telecom) EXCEL TELECOM LIMITED

Working alongside the IT and Telephony Helpdesk, you will show an enthusiastic approach to learning IT and Telephony. You will be handling support calls via the Helpdesk system.

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Closing date: 27 Feb 2023

Apprenticeship summary

  • Annual wage

    £12,000.00

    £12,000 - £14,000

  • Working week

    Monday to Friday. Shifts to be confirmed.

    Total hours per week: 37.5

  • Expected duration

    17 Months

  • Possible start date

    06 Mar 2023

  • Date posted

    19 Jan 2023

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC1000124513

  • Positions

    1 available

What will the apprentice be doing?

Your duties and responsibilities in this role will consist of:

  • Answering calls and logging support tickets.
  • Handling support tickets from receipt to resolution across our product portfolio.
  • Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
  • Monitoring and maintaining Telephone systems and networks.
  • Setting up call routing for VoIP along with any new users accounts and profiles.
  • Prioritising and managing several open cases / installations at one time.
  • Establishing good working relationships with customers, clients and other professionals.
  • Liaising with provisioning and operations teams internally and with partners to organise projects.
  • Assist in managing escalations as necessary as well as talking to staff & customers to help set up systems or resolve issues.

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

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

  • Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
  • Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
  • Prioritise systems support tasks and monitor and maintaining system performance.
  • Maintain regulatory, legal and professional standards.
  • Support the information systems needs for your business.

What is the expected career progression after this apprenticeship?

The role offers long term security and the opportunity to progress into a permanent position.

Requirements and prospects

Desired skills and personal qualities

Good knowledge of technical IT, Troubleshooting skills, Resolving technical issues, Clear and strong on the phone, Hard working, Driven/hungry to succeed, A can-do attitude, Quick/keen learner, Committed to work and learning

Qualifications

GCSE or equivalent English (Grade A*-C/9-4 or equivalent) Essential
GCSE or equivalent maths (Grade A*-C/9-4 or equivalent) Essential

Things to consider

• Experience with troubleshooting and resolving technical issues. • Knowledge of setting up IT/telephony equipment, including peripherals. • Ability to communicate clearly and effectively with customers. • Comfortable with all forms of communication verbal/written/face-to-face.

About the employer

Excel have been providing a comprehensive range of competitively priced and high-quality telecommunication services since 1995, specifically for the UK business sector. As a company they offer quality and efficiency in the delivery of all our services as well as excellent customer service. The aim is simple: To provide your business with a single supplier solution for all your communication needs and to keep you informed of all the latest technology and services available in a fast-moving market.

Employer

EXCEL TELECOM LIMITED

Address

First Floor, 12-14 Westgate

Tadcaster

North Yorkshire

LS24 9AB

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Training

Training provider

ESTIO TRAINING LIMITED

Contact

Rachel Harati

Rachel.Harati@estio.co.uk

01133500333

Apprenticeship standard

Information communications technician

Level 3 (A level)

Before you apply

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