First Line Support - IT Apprenticeship
RANDSTAD GROUP UK
Leicester (LE1 4LD)
Closes in 14 days (Tuesday 26 August 2025 at 11:59pm)
Posted on 12 August 2025
Contents
Summary
Digital Support Technicians play a vital role in our future success. We place great importance on our customers' success. Our mission is to deliver exceptional assistance with top-notch product knowledge and communication skills, consistently meeting and exceeding customer expectations.
- Wage
-
£15,704 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Digital support technician (level 3)
- Hours
-
Monday - Friday, a variation of standard office hours. Shifts to be confirmed.
40 hours a week
- Start date
-
Monday 1 September 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
About the Company:
Our client is a leading eCommerce software provider based in Leicester (20 20-minute walk from the train station). Their mission is to reimagine eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps.
About the Role:
As a Digital Support Technician Apprentice, you will join a dynamic and supportive team, being the first line of support when a customer has a question.
Your key responsibilities will include:
- Efficiently responding to inquiries via live chat
- Taking full ownership of customer inquiries from the initial chat to diagnosing problems and providing updates throughout the process
- Escalating complex issues to senior team members (product specialists) and developers by logging support tickets
- Creating accurate instant set-ups via live chat, sharing articles and creating snippets
- Enhancing our support centres by identifying when articles need updating and reporting back to your lead
What We’re Looking For:
- GCSE Grade C/4 or above in maths & English (or equivalent)
- Please note: an IT-related qualification higher than Level 2 (Level 3 or 4, degree, masters etc) will make you ineligible for the apprenticeship, as you will be overqualified
We want to hear from you if you’ll bring:
- Effective Communication: You're skilled at expressing yourself clearly, both in writing and speaking, across various platforms.
- Multitasking Ability: You can handle multiple tasks efficiently, ensuring all are completed successfully
- Logical and Quick Thinking: You approach problems with clear reasoning and can think on your feet to find solutions
- Customer Experience Passion: You're enthusiastic about enhancing the experience for our customers, always aiming to exceed their expectations
- Self-Motivation and Team Spirit: You're eager to learn, driven to achieve your best, and thrive when collaborating with others
Why Join Us?
- Customers at the heart: We make our customers the stars of our show and help them thrive. When they grow, so do we. We obsess over their needs so we can dream big on their behalf
- Purposeful progress: We harness our ingenuity to keep levelling up and growing stronger. We take initiative, think boldly, and don’t settle for the status quo. Every risk teaches us something new
- Endless innovation: We take action, refine our work, and drive meaningful growth for each other and our customers. Humble in our pursuit, we continuously seek to improve
- Always open: With transparency, we simplify the complex, collaborate globally and empower everyone
- We believe openness in our communication with customers, partners, and team members is essential for building strong relationships
- Private medical insurance
Where you'll work
31-35 St. Nicholas Place
Leicester
LE1 4LD
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
PARETO LAW LIMITED
Training course
Digital support technician (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
- use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
- apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
- provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
- operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
- communicate effectively through a variety of different channels using terminology appropriate to the audience
- use digital resources to extend own knowledge and skills relevant to their role
- risk assess the organisational impact of decisions that they take
- use digital systems to identify productivity and performance improvements
- use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
- maintain system security in line with organisational policies.
- support digital operations or digital change and transformation activities.
- investigate application problems and enable resolution to maintain productivity and improve quality of service.
- coach and guide stakeholders to develop their applications skills to use digital systems effectively.
- monitor data to analyse systems use and provide insights to recommend use or applications developments.
- support customers in the use of information, products and services through digital channels.
- diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
- maintain end-user systems physically or remotely. For example: software, hardware or operating systems
- provide and direct end-users to tools and resources to help them to resolve their digital problems.
- use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
- use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
- apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
- provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
- operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
- communicate effectively through a variety of different channels using terminology appropriate to the audience
- use digital resources to extend own knowledge and skills relevant to their role
- risk assess the organisational impact of decisions that they take
- use digital systems to identify productivity and performance improvements
- use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
- maintain system security in line with organisational policies.
Training schedule
Training & Development:
You will complete a Level 3 Digital Support Technician Apprenticeship, covering:
- Operate digital information systems
- Digital architecture (physical storage vs cloud, the role of operating systems and servers)
- Maintaining end-user systems (software, hardware and operating systems)
- Information security principles
- System security
- Account management (optional)
- Managing & analysing data
- Digital marketing
This apprenticeship offers blended learning, combining online training with practical workplace experience, setting you up for a successful career in IT.
Requirements
Essential qualifications
GCSE in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Team working
- Patience
About this employer
Our client is a leading eCommerce software provider based in Leicester (20 minute walk from train station). Their mission is to reimagine eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps.
After this apprenticeship
- This apprenticeship offers blended learning, combining online training with practical workplace experience, setting you up for a successful career in IT
Ask a question
The contact for this apprenticeship is:
PARETO LAW LIMITED
The reference code for this apprenticeship is VAC1000336703.
Apply now
Closes in 14 days (Tuesday 26 August 2025 at 11:59pm)
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