Technical Support Officer Apprentice

5 months ago

Leicester, United Kingdom Primary Goal Full time

**_You don’t need to go to university to kickstart your career_**

**_ Do you want to be earning whilst you are learning and keeping up to date with the latest technology?_**

By choosing Primary Goal as your training provider not only will you be earning whilst you're learning you will also be keeping up to date with the latest technology. At the same time, CompTIA learning content is at the heart of our delivery, we will provide you with the knowledge for your Level 3 Information Communications Technician apprenticeship. By using uCertify practice, learn and labs provided to you as part of your apprenticeship, you'll be able to prepare yourselves for the following exams:

- CompTIA A + (Exam 1 and 2)
- CompTIA Cloud Essentials +

We are recruiting on behalf of a learning solutions provider where you will be based in Rugby and gain valuable experience as a Level 3 Information Communications Technician, following the Support Technician pathway. We pride ourselves on the support we give our apprentices, you won’t be left on your own to figure things out, we will support you throughout your apprenticeship journey together with your employer

**About the Business**:
We are a market leading and award-winning learning business that specialise in providing businesses with high quality products and services to get the best out of their people.

Peritus Learning provides a wide range of training/learning products and services (both online and offline) to help companies manage their people development, aimed at businesses of all sizes and sectors.

We are looking for someone who provides exceptional technical support and customer service. This is a role best suited to someone who thrives in a fast-paced work environment, is resilient and enthusiastic about developing their skills. We are looking for a pro-active individual who is organised and adaptable.

**What you will be doing**:
**Key Duties**:

- Work within SLAs when answering and resolving customer issues or questions
- Help build customer support libraries and knowledge bases
- Participate in daily and weekly meetings
- Help test new functionality for clients
- Become the technical expert for our platforms
- Share best practices with clients on how best to utilise available functionality
- Create deep understanding of how our customers can utilise our products and services
- Follow our processes and systems consistently to ensure compliance for us and our clients, raising any potential issues in a timely manner
- Manage workloads in line with customer projects
- Interpret data and KPIs

**The training you'll be provided with**:

- Comprehensive onboarding
- Level 3 Information Communications Technician apprenticeship standard
- Training for all pathways of your IT career (support technician, network technician, digital communications technician)
- Specialising in a portfolio of evidence for the Support Technician pathway
- Access to uCertify training platform; core learning materials, assessments, and practical hands-on-labs
- e-learning training materials
- Bi-weekly virtual classroom training on the CompTIA vendor qualifications
- Monthly work-based coaches visits and competency checks
- Primary Goal Support desk for technical support

You will also have the opportunity to network with a range of other apprentices on our programme who can share ideas, offer suggestions and support. Our apprentices love being able to help each other

As one of our apprentices you will also have access to our online portal that will provide you with information and technical guidance, as well as links to the helpdesk to speak to technicians who can give real-time advice and support.

We are looking for someone who:

- Experience in a similar customer support role would be a distinct advantage
- A good level of technical experience with software (an LMS or VLE would be ideal)
- Strong communication and listening skills, with a positive approach
- Excellent people and customer service skills with attention to detail
- Ability to thrive in an ever-changing, upbeat environment
- Strong organisation and time management skills
- Ability to work autonomously while maintaining focus and work ethic
- Energetic team player with a motivation to maintain best practices
- A drive to succeed

**Working Week**:
Mon to Friday - 8.30am to 5pm with 1 hour unpaid lunch

**Salary**:
£14-19k depending on experience, increasing to 23k once completing the apprenticeship.

**Desired Qualifications**:

- An IT Apprentice is not expected to have undergone any formal training or hold qualifications for this role but some informal learning relevant to the role is desirable.
- Study towards and achieve the Information Communications Technician Apprenticeship standard
- Level 2 Functional Skills English and Maths or equivalent Grade C/4 or above

**Expected Duration**:
15 months and 4 Months End Point Assessment

**What You Get;**

In addition to a competitive salary, the package also includes:

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