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Technical Support Apprentice
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Technical Support Apprentice
TECTRONIKS LTD
NOTTINGHAM (NG12 3GZ)
Closes in 14 days (Friday 16 October 2026 at 11:59pm)
Summary
The Technical Support Apprentice provides customer-focused support for wireless temperature monitoring systems while completing a 13-month development programme. They will build skills in fault diagnosis, system support, customer guidance, and technical problem-solving.
Wage
- Starting Salary: £19,000 a year
- Salary on Successful Completion: £28,000
Training
- Course: Customer service specialist (level 3)
- Duration: 1 year 1 month
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- Create new support cases promptly and record complete, accurate details of each customer issue
- Provide professional first-line support by email and telephone under supervision, escalating to senior colleagues where needed
- Learn to set up new customers and users on the company's online portal, including account creation and access permissions
- Shadow senior colleagues on fault diagnosis involving wireless sensors, transmitters, software and communications
- Check customer account and subscription expiry dates and update account status accurately
- Record product details, serial numbers, test results, troubleshooting steps and outcomes accurately within each case
- Follow information security, data protection, health and safety, quality and company procedures at all times
As competence develops (typically from month 3 onwards), responsibilities will extend to include:
- Managing the support case queue, prioritising work appropriately and following open cases through to resolution and closure
- Independently diagnosing faults involving wireless sensors, probes, transmitters, software, databases, networks, alarms and communications
- Setting up and configuring mapping systems for customer sites, ensuring monitoring points, locations and associated devices are correctly represented
- Supporting customers with system installation, commissioning, device pairing, signal coverage, alarm settings, user access and reporting
- Reviewing system information, device status, logs, signal strength, battery condition and customer test results to identify likely causes
- Escalating suspected product defects, software issues or complex technical faults to engineering, production or quality teams with complete diagnostic information
- Assisting with returned-product assessment, bench testing, replacement coordination and feedback to manufacturing teams where required
- Creating and maintaining product guides, knowledge-base articles, technical notes and standard support procedures
- Identifying recurring faults and contributing to root-cause analysis, corrective actions, product improvements and customer training
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Training Course Contents
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Business Focused Service Delivery
- Demonstrate a continuous improvement and future-focused approach to customer service delivery
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Find solutions that meet your organisation's needs as well as the customer requirements
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Providing a Positive Customer Experience
- Through advanced questioning, listening and summarising, negotiate mutually beneficial outcomes
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Demonstrate a cost-conscious mindset when meeting customer and the business needs
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
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Working with Customers/Customer Insights
- Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
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Customer Service Performance
- Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- When managing referrals or escalations, take into account historical interactions and challenges to determine next steps
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Service Improvement
- Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions
- Make recommendations based on your findings to enable improvement
- Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
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Requirements
-
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Analytical skills
- Team working
-
Awareness
- Cyber security
- GDPR
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Other Requirements
- Applicants must be able to travel to the workplace in Cotgrave, Nottinghamshire, for the duration of the apprenticeship.
- Due to the nature of the role, applicants must be comfortable communicating with customers by telephone, email and online support systems.
- Applicants must have the right to work in the UK and be able to meet the eligibility requirements for apprenticeship funding.
About this employer
TekTroniks are a UK manufacturer of bespoke temperature monitoring and environmental control systems, supplying innovative solutions to customers across a range of sectors. Our systems combine hardware, software and wireless technology to help customers monitor, manage and protect temperature-sensitive environments.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
Measures of Success
- Support cases are created promptly, contain accurate information and are kept up to date through to closure
- Customer email and telephone enquiries are handled professionally and within agreed response times
- Online portal accounts, users and system settings are configured accurately
- Customer mapping systems are set up accurately and reflect the correct sites, locations and monitoring devices
- Technical issues are diagnosed effectively, escalated appropriately and resolved with clear customer communication
- Customer records, product details and support documentation remain accurate and complete
- Work complies with safety, security, quality and service standards
- Development plan milestones are met, culminating in successful completion of the apprenticeship and End-Point Assessment
Ask a question
The contact for this apprenticeship is:
GLP TRAINING LTD
The reference code for this apprenticeship is: VAC2000056750
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