Role Overview

You will be responsible for taking incoming support calls, logging tickets for each call, and providing daily updates to clients on any issues raised. Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What You'll Do

• Take all incoming support calls (Support Queue), 3CX will ring agents with the lowest call count first to ensure call answering is balanced.
• Log tickets for each call and record all time spent on issues within the ticket (ensure the correct contract is selected for each ticket).
• Provide daily updates to clients on any issues raised that are not fixed on first contact (unless otherwise agreed with the client).
• Monitor your Task Board daily.
• Escalate to Second Line when necessary.
• Attend weekly helpdesk meeting.

Work Location

Unit 16, Hockley Court. 2401 Stratford Road, Hockley Heath. Solihull. B94 6NW.

Training Details

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

• Training provider: QA LIMITED.
• Training course: Information communications technician (level 3).
• Understanding apprenticeship levels (opens in new tab).

Course Contents

• Interpret and prioritise internal or external customer's requirements in line with organisation's policy.
• Apply the appropriate tools and techniques to undertake fault finding and rectification.
• Apply Continuous Professional Development to support necessary business output and technical developments.
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders.
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate.
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders.
• Manage and prioritise the allocated workload effectively making best use of time and resources.
• Complete documentation relevant to the task and escalate where appropriate.
• Install or undertake basic software upgrades, either physically or remotely.
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements.
• Provide remote/F2F support to resolve customer requirements.
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task.
• Identify and scope the best solution informed by the system data associated with the task.
• Test and evaluate the system's performance and compliance with customer requirements.
• Escalate non-routine problems in line with procedures.
• Use basic scripting to execute the relevant tasks for example PowerShell, Linux.
• Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times.
• Apply the necessary security, in line with access and/or encryption requirements.
• Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely.
• Test and evaluate network environments.
• Monitor performance and usage of a network.
• Deploy applications on a network.
• Set up storage and data access for staff.
• Apply necessary security measures, in line with access requirements to a network.
• Carry out routine maintenance across network systems, ensuring organisational compliance.
• Monitor network-related workloads including DNS and firewalls.
• Install or undertake basic upgrades, either physically or remotely.
• Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
• Identify a range of tools and/or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
• Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
• Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy.
• Interpret and prioritise internal or external customer's requirements in line with organisation's policy.
• Apply the appropriate tools and techniques to undertake fault finding and rectification.
• Apply Continuous Professional Development to support necessary business output and technical developments.
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders.
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate.
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders.
• Manage and prioritise the allocated workload effectively making best use of time and resources.
• Complete documentation relevant to the task and escalate where appropriate.
• Install or undertake basic software upgrades, either physically or remotely.
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements.
• Provide remote/F2F support to resolve customer requirements.
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task.