Introduction

We are looking for an enthusiastic and motivated Apprentice Information Communications Technician (Level 3) to join our growing technical support team. This role is ideal for someone passionate about technology and keen to develop a career in IT support, cloud technologies, and Microsoft 365 environments.

About the Employer

Coffee Cup Solutions is a Wokingham-based managed IT services and consultancy provider with over 10 years’ experience supporting organisations across the UK. We deliver managed IT support, cyber security, cloud and MS 365 solutions, and offer software development and strategic IT consultancy, with a strong focus on proactive service, security and long term client partnerships.

What You'll Do

As the first point of contact for our customers, you will provide technical assistance via telephone, email, and live chat while developing the skills required to support cloud-based systems, networking, operating systems, and modern workplace technologies.

You will work towards the Level 3 Apprentice Information Communications Technician, gaining industry-recognised skills and certifications alongside practical workplace experience.

Key responsibilities are as follows -

Provide first-line technical support via phone, email, and live chat.
Log, update, and manage support tickets within the service desk platform.
Troubleshoot common IT issues relating to hardware, software, cloud services, and networking.
Escalate incidents and service requests to senior engineers where required.
Assist with device setup, configuration, and maintenance.
Support Microsoft 365 applications and user account administration.
Monitor customer systems and respond to alerts generated by monitoring tools.
Maintain accurate technical documentation and knowledge base articles.
Communicate technical information clearly to non-technical users.
Follow service desk processes, procedures, and security policies.
Participate in apprenticeship training and complete all required coursework and assessments.

Training Outcome

To be confirmed upon appointment.

Skills Required

Communication skills
IT skills
Attention to detail
Customer care skills
Problem solving skills
Administrative skills
Number skills
Logical
Team working
Initiative
Patience
Time management skills
Willingness to learn

Qualifications

Desired - GCSE - Maths, English and Science - 9 to 4

Course Information

Course: Information communications technician (level 3)

Level: 3

Route: Digital

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday to Friday, either 9.00am to 5.30pm or 8.30am to 5.00pm. To be confirmed.

Expected Duration: 1 Year 6 Months

Training Provider: BRAGD LLP

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