Apprentice First Line Support

7 months ago


Nelson, United Kingdom ITP Full time

**Job Description - Apprentice First Line Support**

**The Opportunity**

Our client is recruiting for an Apprentice First Line Incident Advisor to join their team in Nelson.

The Level 3 Information Communication Technician Apprenticeship Programme that we are offering, will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational.

The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help really drive your career forward. We are here to guide and support you every step of the way

**The Company**
- ‘Founded in 2000, we now have 20 years of experience under our belts and are one of the UK’s largest independent telecoms providers. Our independence allows us to provide our customers with freedom of choice, impartiality, and the best deals on the market._
- We look after more than 80,000 businesses across the UK. Within that we manage more that 37,000 broadband tails, 123,000 fixed lines and almost a quarter of a million mobile connections. Our customers range from the smallest sole trader businesses to large brand name organisations._
- We are big enough to deliver, but small enough to care.’_

**The Position**

**Job Title**:
Apprentice First Line Incident Advisor

**Apprenticeship Course**:
Level 3 Information Communication Technician

**Apprenticeship Duration**:
Approx. 18 months

**Location**:
Nelson, BB9

**Working Hours**:
37.5 hours per week - Working hours 08:30 - 17:00 / 09:00 - 17:30

**Salary**:
£10,000 - £12,000 per annum dependant on experience/knowledge

**Role and Responsibilities**

This role is to provide a professional first level support function for customers. To develop and maintain quality and consistency of the customer experience. The team is a first point of contact for customer fault incidents.

Your duties will include:
Handling cases/tickets effectively and efficiently.

Undertaking diagnostic checks to establish the root cause of a fault and then execute the right corrective action.

Working with supplier portals and logging/updating of faults on the portals.

Diagnosing VOIP/SIP faults and progressing these

Diagnosing Broadband faults and progressing these

Handling complex queries and customer escalations, taking full ownership through to identifying solutions or handing across to the relevant 2nd line function.

As part of your role, you will gain knowledge and understanding of:
What is covered under a customer maintenance agreement, knowledge of different system types and associated care levels.

Knowledge of PSTN, ISDN, ADSL, FTTC and FTTP

Understanding of the care levels and associated SLAs and setting clear expectations with customers.

Good understanding of networking, TCP/IP, WAN/LAN

Understanding of VOIP/SIP technology

Excellent troubleshooting skills

Knowledge of NTS faults

Good understanding of hosting products and domains.

**Desired Qualities, Skills and Knowledge**

Strong communication skills with the ability to explain things in a clear and concise manner both verbally and in writing to both internal and external customers.

Excellent organisation skills along with good time management.

Ability to listen and convert evidence into path for resolution

Demonstrate a positive outlook and be able to give and receive constructive feedback and lead by example

**Eligibility Criteria**

**About ITP**
We help employers develop their best talent and inspire the next generation through apprenticeships, mentoring and training, we’re plugging the UK’s digital skills gap to provide a workforce for the future.

The ITP are working on behalf of a third party to advertise their vacancy. By submitting your CV, you agree to be contacted by The ITP and your information to be passed on to a third party.

**Job Types**: Full-time, Apprenticeship

**Salary**: £10,000.00-£12,000.00 per year

Work Location: In person


  • Social Media

    6 months ago


    Nelson, United Kingdom First 360 Apprentice Full time

    **Are you seeking an Apprenticeship in Social Media & Content Creation?** **Can you easily commute to Nelson, BB9?** Our client is looking for a Content Creator Apprentice based at their offices in Nelson. Job training will be provided for someone with a keen interest in progressing their career in marketing and content creation. This is an extremely...


  • Nelson, United Kingdom First 360 Apprentice Full time

    **Can you easily commute to Nelson BB9? Immediate starts available!** **Would you like to begin a career as a legal administrator?** Are you committed to success and bettering your skills as well as gaining **invaluable on the job experience and training?** Your working hours will typically will be Monday to Fridays from 9am to 5pm, however this may...


  • Nelson, United Kingdom First 360 Apprentice Full time

    _**IMMEDIATE START**_ - Business Administrator Apprentice _ **Do you want to work for a leading world known business?** **Can you easily commute to Nelson, BB9 9SG** An estate agent company looking for a business administrator to join their team. Are you interested in business and eager to learn? **Duties and Responsibilities** As the Business...


  • Nelson, United Kingdom First 360 Apprentice Full time

    _**IMMEDIATE START**_ **Do you want to work for a leading world known business?** **Can you easily commute to Nelson, BB9** An estate agent company looking for a business administrator to join their team. Are you interested in business and eager to learn? **Duties and Responsibilities** As the Business Administration Apprentice, you will have ample...


  • Nelson, United Kingdom Star Print Full time

    **Overview**: Star Print is seeking a proactive and enthusiastic Business Administration Apprentice to join our dynamic team. As an apprentice, you will have the opportunity to gain hands-on experience in various administrative tasks while supporting the management and operational functions of our company. Job Responsibilities: - Update and maintain...


  • Nelson, United Kingdom Business Helpline Full time

    We are seeking a motivated and focused Corporate Insolvency - Degree Apprentice to join our team. This opportunity is ideal for an individual looking to earn a degree while gaining practical experience in corporate insolvency and restructuring. The apprentice will work closely with experienced professionals, assisting with corporate insolvency cases, while...

  • Client Design, Sales

    6 months ago


    Nelson, United Kingdom Protect Full time

    **Apprenticeship Role - Protect** **Sector**: - Business, Administration and Law**Location**: - Nelson**Employer** - Protect**Apprenticeship summary**: **Responsibilities** 1. Provide a courteous and professional service to our customers, always ensuring their needs are met. 2. To become fully competent through in-house training, in the use of the...


  • Nelson, Lancashire, United Kingdom Cirrus IT Services Full time

    About the RoleWe are looking for a highly motivated and organized individual to fill the position of Cirrus IT Support Specialist. As a key member of our team, you will be responsible for providing first-line support and investigation, updating customers on their ticket progress, and performing daily and weekly checks of backups and remote monitoring.


  • Nelson, United Kingdom First European Logistics Full time

    **Customs Clearance Assistant** **About Us** Established in 2009, First European Logistics are a trusted and leading freight forwarder throughout the UK and beyond. We understand the importance of providing a seamless service to our customers to ensure their cargo reaches its destination without interruption or delay. **The Role** Due to a period of...


  • Nelson, United Kingdom First European Logistics Full time

    **Customs Clearance Assistant** **About Us** Established in 2009, First European Logistics are a trusted and leading freight forwarder throughout the UK and beyond. We understand the importance of providing a seamless service to our customers to ensure their cargo reaches its destination without interruption or delay. **The Role** Due to a period of...

  • Trainee Media

    6 months ago


    Nelson, United Kingdom Protec Full time

    **Apprenticeship Role - Protec** **Sector**: - Business, Administration and Law**Location**: - Nelson**Employer** - Protec**Apprenticeship summary**: **Responsibilities**: - Create and update company literature, forms and general media documents to meet company guidelines using a range of Adobe Creative Cloud software and Microsoft Office. - Ensure that...


  • Nelson, United Kingdom LMP Group Full time

    This school are seeking a creative and hard working Facilities Operative Apprentice supporting the smooth running of the facilities. The role includes providing customer service to internal and external customers to ensure the effective delivery of a range of facilities services and support the delivery of facilities services projects. **Core Duties**: -...

  • Support Worker

    6 months ago


    Nelson, United Kingdom East Lancashire Hospitals NHS Trust Full time

    This is an exciting opportunity to provide personal support to an employee with a visual impairment. The role will support the clinician's ability to function and fulfill their role as a MSK Physiotherapist at Pendle Community Hospital. This will involve completing work-related activities on their behalf and supporting them with their clinical and admin...


  • Nelson, Lancashire, United Kingdom Eastern Colleges Group Full time

    Company OverviewWest Suffolk College is a leading further education and Apprenticeship provider in the East of England. With around 13,000 students, including over 2,000 Apprentices, we offer a supportive environment for talented individuals to grow and develop.

  • IT Support Engineer

    5 months ago


    Nelson, United Kingdom Daisy Corporate Services Trading Limited Full time

    Job Description Salary: £22,308.00 per annum Location: Nelson Working Hours: Monday - Friday 8:30 - 17:00 The IT support engineer will be expected to respond to service desk tickets raised by employees, investigate, and close the cases. They will liaise with the IT team leader and all teams across the group to ensure effective ticket...


  • Nelson, United Kingdom star print Full time

    **Multi-Chanel Marketer Apprentice** Are you ready to embark on a journey into the dynamic realm of digital marketing? Star Print have a marketing department that supports commercial clients and is looking to recruit passionate and ambitious Multi-Channel Marketer Apprentices to join the team. If you're brimming with creativity, have a hunger for...


  • Nelson, United Kingdom Daisy Communications Limited Full time

    Responsibilities Task management. Make welcome/confirmation calls and send confirmation e-mails. Handle first line Installations support calls. Accurate input of order details onto all systems. Liaise with customers/business/resellers partners and suppliers regarding order queries/amendments. Provide technical advice to customer/business...


  • Nelson, Lancashire, United Kingdom Daisy Communications Full time

    About the Role:As a Technical IT Support Specialist at Daisy Communications, you will play a crucial role in providing exceptional technical support to our employees. The successful candidate will be responsible for resolving service desk tickets, investigating and closing cases, and collaborating with the IT team leader and other teams to ensure effective...

  • Support Worker

    6 months ago


    Nelson, United Kingdom Future Directions CIC Full time

    _Rated by employees as 4.5 stars on Indeed, _**Future Directions**_ _offer a rewarding and exciting opportunity to join our team._ **Our values**:_**Put People First, Be Transparent, Go the Extra Mile, Be Creative, Be Adaptable**_ We are actively looking for values driven staff who always go the extra mile and love what they do. Here at Future Directions...


  • Nelson, United Kingdom Marsden Building Society Full time

    Role Overview:This is a key role in shaping the strategic direction of our lending function. You will be responsible for managing the first line underwriting assessment, supporting underwriters with pipeline management and continuous process improvement.Your Key Duties:Manage the evaluation and underwriting of mortgage applicationsOversee the collection and...