IT Support Technician Apprentice J C APPLICATIONS DEVELOPMENT LTD

What you will do in your working day

A great opportunity for a Support Technician to join a market-leading risk management and claims handling software provider based in rural Hampshire.

Working as part of the support team within the operations department, you will be providing support to a large client base through email, helpdesk and on the telephone. You’ll also be responsible for improving and maintaining the internal IT Infrastructure.

Your role will involve working closely with other departments including Sales, R&D and as well as speaking with clients and 3rd party suppliers, so excellent communication skills are key!

Your duties and responsibilities in this role will consist of:

• To learn and develop technical skills
• Support the Technical Support Engineer
• Answer tickets within SLA
• Create knowledge articles
• Learn all products used
• Learn about the implementation cycle
• Learn about the Sales process
• Learn about the development lifecycle
• Maintain and Improve Knowledge Base
• Ensures that tickets are worked on and answered within SLAs
• Escalate where necessary
• Ensure that KBs are regularly created for FAQs from clients
• Provide Helpdesk management reports 

The training you will be getting

Velocity apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.

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

Successful completion of this apprenticeship gives you an accredited Level 3 IT Support Technician qualification, with training in how to:

• Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras.
• Address IT issues by prioritizing in response to customer service level agreements.
• Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets.
• Support the roll out of upgrades or new systems or applications.

For a full list of programme modules visit: https://velocity-pt.co.uk/

What to expect at the end of your apprenticeship

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