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Product Support Apprentice
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Our Client
Our client created a smart and flexible way to sign in staff, visitors, and contractors. With over 18,000 sites across 70 countries, including America, Canada, Denmark, and more, they are one of the world’s fastest-growing visitor management platforms. Their team consists of dedicated software developers and a customer success team, delivering brilliant features and exceptional customer service to their ever-growing community.
They are looking for a talented and driven Product Support Apprentice to join their team.
If you thrive in a fast-paced, collaborative environment and are passionate about workplace technology, security, and SaaS solutions, this could be the perfect role for you!
This role is central to our development cycle, ensuring that technical tasks align with business objectives and that the team operates efficiently. This position is suitable for a junior candidate who possesses a strong aptitude for learning and the ability to manage their workload independently in a remote environment.
Key Responsibilities
- Triage & Backlog Refinement: Review incoming requests and prioritise the product backlog to ensure the development team is focused on high-value tasks.
- Stakeholder Management: Act as the primary point of contact between business leaders and the technical team to ensure the product roadmap reflects organisational goals.
- Agile Facilitation: Lead core Agile ceremonies, including Sprint Planning, Daily Standups, and Sprint Reviews. You will be responsible for identifying and removing technical blockers to maintain delivery momentum.
- Technical Documentation: Produce comprehensive help files, user guides, and support materials to assist with customer onboarding and reduce support ticket volume.
Skills Required
- Detail-Oriented: Capable of managing complex backlogs and ensuring documentation is accurate and useful.
- A Clear Communicator: Able to explain technical concepts to non-technical stakeholders and vice versa.
- Process-Driven: Interested in Agile methodologies and improving team workflows.
- Adaptable: Eager to learn the nuances of the product and take on a variety of tasks from project management to copywriting.
- Remote Work Discipline: Proven ability to remain productive and organised while working from home.
- Problem-Solving Skills: A logical approach to resolving issues and facilitating team progress.
- Technical Literacy: While a computer science degree is not required, you must be comfortable learning the technical aspects of software development.
Training and Apprenticeship Details
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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Training Provider
STARTING OFF LIMITED
Training Course
Information communications technician (level 3)
Understanding apprenticeship levels
What You'll Learn
- 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
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Training Schedule
- Information Communication Technician Apprentice.
- Remote training delivery.
- One file.
- VLE.
- 6 hours of dedicated training time every week.
GCSE Requirements
- English (grade 4/C)
- Maths (grade 4/c)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills Required
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Creative
- Initiative
Benefits
- 25 days holiday + bank holidays
- Free parking
- Optional health scheme
- Social events
Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
Possible full-time permanent position upon completion of the apprenticeship.
Contact Information
The contact for this apprenticeship is:
STARTING OFF LIMITED
Lucy Harris
lucy.harris@startingoff.co.uk
The reference code for this apprenticeship is VAC2000043678.
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