Introduction

This is an entry-level apprenticeship role within our support team. You will learn how to provide friendly, reliable first-line IT support to customers while working towards your apprenticeship qualification. You will be supported by experienced colleagues and given the opportunity to build practical skills.

About the Employer

Universal Technologies was launched in 2005. As a team of engineers, we recognised that clients needed more than what the marketplace was offering. With legacy systems needing replacement, and in house IT teams dwindling, clients were coming at us with questions about how to make the most of the technology available.

What You'll Do

Act as a friendly first point of contact for customers, under the guidance of the support team
Log support requests accurately in the ticket system, including clear notes and updates
Follow agreed processes for triage, escalation and communication
Help troubleshoot basic IT issues using remote support tools, with support from senior colleagues
Assist with setting up laptops, desktops, phones, printers and other hardware
Support Microsoft 365, Windows and common business applications at an appropriate apprentice level
Assist with routine checks such as backups, system monitoring and basic maintenance tasks
Help create and update internal technical notes, customer guides and self-help documentation
Liaise with third-party suppliers when asked to support issue resolution
Support larger projects and customer rollouts where suitable, learning from the wider team

Training Outcome

What You’ll Gain:

A recognised Level 3 ICT qualification
Hands-on experience working with real customers and IT support
Development of technical knowledge, digital, and communication skills
Exposure to IT support issues and ticket systems

Skills Required

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Team working

Course Information

Course: Information communications technician (level 3)

Level: 3

Route: Digital

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday to Friday 9am- 5pm

Expected Duration: 1 Year 4 Months

Training Provider: NOWSKILLS LIMITED

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