Do you have a passion for computing, helping people and want to take that next step in your career? If so then we have a fantastic opportunity! Apply now!

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

The Role

The apprentice technical support role will be based in the technical support team at NetSupport. NetSupport develops software solutions to lots of different types of customers from large car manufacturers and supermarkets to Schools and even home users. As part of this service, we need to provide support to our customers that have purchased our solutions.

The technical support team provides this service to new, evaluating, and existing customers. This is a busy team that provides a support service to our customers via Phone, email and a live chat system. The Technical Support team consists of around 10 staff based in the UK office and 3 in the US.

The apprentice role includes the below responsibilities:

• Ensuring all communications with customers are logged on our support helpdesk system
• Responding to customers' questions
• Setting up different environments to test customers' issues across multiple platforms Windows, ChromeOS, macOS, iOS and Android (training on each platform will be provided)
• Managing and prioritising their own case load
• Working with other departments within the company on support items

Optional areas:

• Attend trade shows with the sales team to provide support
• Perform online product demos and training to new and existing customers

Location

NETSUPPORT HOUSE
TOWNGATE EAST
MARKET DEEPING
PETERBOROUGH
PE6 8NE

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

Course Contents

• Use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
• Use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
• Apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
• Provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols.
• Operate digital information systems, for example: Management, Finance, Human Resources, Bespoke departmental or organisational systems or databases.
• Communicate effectively through a variety of different channels using terminology appropriate to the audience.
• Use digital resources to extend own knowledge and skills relevant to their role.
• Risk assess the organisational impact of decisions that they take.
• Use digital systems to identify productivity and performance improvements.
• Use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
• Maintain system security in line with organisational policies.
• Support digital operations or digital change and transformation activities.
• Investigate application problems and enable resolution to maintain productivity and improve quality of service.
• Coach and guide stakeholders to develop their applications skills to use digital systems effectively.
• Monitor data to analyse systems use and provide insights to recommend use or applications developments.
• Support customers in the use of information, products and services through digital channels.
• Diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
• Maintain end-user systems physically or remotely. For example: software, hardware or operating systems.
• Provide and direct end-users to tools and resources to help them to resolve their digital problems.
• Use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
• Use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
• Apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
• Provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols.
• Operate digital information systems, for example: Management, Finance, Human Resources, Bespoke departmental or organisational systems or databases.
• Communicate effectively through a variety of different channels using terminology appropriate to the audience.
• Use digital resources to extend own knowledge and skills relevant to their role.
• Risk assess the organisational impact of decisions that they take.
• Use digital systems to identify productivity and performance improvements.
• Maintain system security in line with organisational policies.