Support Analyst Apprentice

Summary

Are you ready to kick-start your career in IT and customer support? Do you thrive on solving problems and helping people? If so, we have the perfect opportunity for you to join our dynamic team as a Support Analyst Apprentice! You’ll receive hands-on training, mentorship, and the chance to develop invaluable technical and communication skills.

Wage

£16,640 a year

Check minimum wage rates (opens in new tab)

£8 per hour for year 1 of apprenticeship then to National Minimum Wage for age.

Training course

Information communications technician (level 3)

Hours

Monday to Friday either 08:30am - 5:30pm or 09:00am - 06:00pm. (Between 08:45am - 05:45pm) with a one hour lunch break each day.

40 hours a week

Start date

Monday 16 June 2025

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

The role is responsible for the end-to-end management of support tickets raised by customers for products across the Oracle CX platform, working closely with all members of the Managed Services & Support team. This role also includes the management of IT support tickets raised by the internal Enigen team.

This will include communication with customers to obtain the necessary information to review and resolve tickets, configuration and development of customer environments, and escalation to the product vendor (Oracle) as necessary.

Continual skill development is a key expectation for this position, to meet current and future support needs in an expanding area of the company.

Key responsibilities include:

Managing and documenting help desk tickets
Assessing and resolving tickets by configuring or developing supported applications
Liaising with customers via phone, email, ticket, and video conference, including delivering service and ticket updates/presentations
Follows support processes and tracks against SLA’s
Working closely with the Managed Service & Support Manager to identify, escalate, and resolve support enquiries as necessary
Developing personal skills across the current and upcoming Oracle applications in line with business strategy
Ongoing collaboration with the support team to share knowledge and identify development needs
Raise and manage service requests with Oracle for supported products
Managing internal IT support requests
Supporting marketing and brand activities.

The list of main activities is not exhaustive, and the post holder may be required to undertake other relevant and appropriate duties as reasonably required.

Where you'll work

THE OCTAGON
27 MIDDLEBOROUGH
COLCHESTER
CO1 1TG

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

COLCHESTER INSTITUTE

Your training course

Information communications technician (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Identify and scope the best solution informed by the system data associated with the task
Test and evaluate the system's performance and compliance with customer requirements.
Escalate non routine problems in line with procedures
Use basic scripting to execute the relevant tasks for example PowerShell, Linux
Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
Apply the necessary security, in line with access and/or encryption requirements
Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
Test and evaluate network environments
Monitor performance and usage of a network
Deploy applications on a network
Set up storage and data access for staff
Apply necessary security measures, in line with access requirements to a network
Carry out routine maintenance across network systems, ensuring organisational compliance
Monitor network-related workloads including DNS and firewalls
Install or undertake basic upgrades, either physically or remotely
Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Your training plan

The apprentice will be working towards the Level 3 Information Communications Technician Apprenticeship Standard
College attendance will be at the Colchester Institute - Colchester Campus one day per week during term time

Requirements

Essential qualifications

GCSE in:

maths and English (grade A*-C/9-4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Analytical skills
Logical
Team working
Initiative
Non judgemental
Patience
Written and verbal skills
Ability to multitask
Keen to engage and learn
An interest in technology
Ability to work independently

Other requirements

Knowledge of object-oriented languages and simple database structure/relationships would be beneficial but is not mandatory.

About this company

Enigen is a multi-award-winning Oracle Partner, delivering CX and Supply Chain Management (SCM) technology implementations across a wide range of sectors. With over 15 years’ experience, Enigen has one of the largest portfolios of customers implementing Oracle applications.

https://enigen.co.uk/ (opens in new tab)

Company benefits

Private Health, Group Pension Plan, Life Assurance, Employee Assistance Programme, Headspace Subscription, Birthday Leave.

After this apprenticeship

To continue to grow and develop in the Support Analyst role, broadening skills and training in various Oracle applications (in relation to CX, SCM, ERP).

In the past some colleagues have also moved onto other areas of the business for example, our delivery consultancy team.

Ask a question

The contact for this apprenticeship is:

COLCHESTER INSTITUTE

Colchester Institute - Apprenticeships Team

ci.apprenticeships@colchester.ac.uk

01206712043

The reference code for this apprenticeship is VAC1000320630.

Apply now

Closes in 22 days (Friday 6 June 2025)

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After signing in, you’ll apply for this apprenticeship on the company's website.

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