IT Support and Web Assistant Apprentice (L2)

Employer: Midland Networks Group Holdings Ltd

Apprenticeship level: Intermediate

Apprenticeship duration: 12 months

Possible start date: 16th July 2018

Working week: Monday to Friday 8.30am - 4.30pm, 30 mins lunch break, college day release, 37.5 hours per week

Apprentice Support and Web Administrator that will develop into a full time position in a telecommunications and technology company.

Responsibilities:

• We support our customers telephone lines, internet connections and telephone systems
• Creating & updating support tickets on our helpdesk system
• Liaising with our onsite support team and passing jobs onto them
• All updates are given to customers via the telephone and followed up by updating the ticketing system as confirmation of the telephone conversation you had, we do not hide behind email as we believe conversations are a better form of communication
• Liaison with our onsite installations team about jobs and surveys and updating the system
• Chasing our suppliers
• Updating our customers, by phone, being nice to them, being understanding to them, then updating the system
• You will be trained to be very firm with suppliers when required
• We must update a customer a maximum of every 4 hours until the job is closed - be organised, call them before they call us, you will help with this

Desired skills:

• Good telephone manner
• Good computer skills

Personal qualities:

• Your accuracy and attention to detail must be excellent
• You must be able to communicate with customers and suppliers professionally normally via telephone and then follow up by email
• Have a bright attitude, even when there is a lot of work to do
• Remember that we are a telecoms company, nobody ever calls to say how great their telephone line was today - it isn't personal, sometimes customers just need to vent
• Excellent attendance and punctuality. This will lead to a full time position and career so a desire to get on in life is essential
• We are a technology company, you will need to learn new computer systems - if you're scared of computers, this job isn't for you. We are 99% paperless
• Your organisational skills must be excellent
• You must be able to work under your own steam and not wait to be told the next task as we do not like to micro manage and prefer people who are self-motivated but we would expect you to come to us for help and assistance
• Be able to work with constantly changing priorities. One task may be top priority but then a single customer phone call may change the dynamic
• Be able to work really hard while having a laugh and chatting

Desired qualifications:

• GCSE Grades A-D or equivalent in maths and English Language
• Technical qualification preferred, but not essential

Training provider:

In addition to on the job training you will attend Dudley College of Technology one day per week during terms time where you will study for IT Software Web and Telecoms Level 2.

This Apprenticeship consists of three elements which combine to make up this level 2 framework, these are:  

• A Technical Certificate to develop and expand the knowledge your apprentice requires for their job role. For this apprenticeship this is the Level 2 Award in ICT Systems and Principles
• A Competence qualification which focuses on the practical aspects of your employee’s role. For this apprenticeship this is Level 2 Diploma in Professional Competence for IT & Telecoms Professionals
• Functional Skills to develop your apprentice’s maths, English and Information Communication Technology (ICT) skills further if required. For this apprenticeship these are mathematics, English and ICT Level 1    

Technical Abilities after training:

• Answering the phone and dealing with customers to get them to the right person or dealing with them if possible
• Calling customers back within our agreed service level agreements and being generally helpful to customers and other staff
• Generally helping your colleagues
• Wordpress/SEO Duties
• Creating & Editing Web Pages using WordPress.
• Liaison with our web hosting company and web design company
• Creating blogs and using social media such as Facebook and Twitter
• Google support Apps
• Using Analytics to monitor the progress of the website and report on it
• Being able to do basic changes on customer telephone systems
• Our telephone systems are installed on computers and also in the cloud and use networking onsite, you will need to understand how they work

Support Duties:

This takes priority over all other duties - After training and always with support from colleagues. Training isn't everything, you need to use your brain and memory

Apprenticeship framework: IT, Software, Web and Telecoms Professionals