Job Description – Apprentice First Line Support
The Opportunity
Our client is recruiting for an Apprentice First Line Incident Advisor to join their team in Nelson.
The Level 3 Information Communication Technician Apprenticeship Programme that we are offering, will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational.
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The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help really drive your career forward. We are here to guide and support you every step of the way!
The Company
‘Founded in 2000, we now have 20 years of experience under our belts and are one of the UK’s largest independent telecoms providers. Our independence allows us to provide our customers with freedom of choice, impartiality, and the best deals on the market.
We look after more than 80,000 businesses across the UK. Within that we manage more that 37,000 broadband tails, 123,000 fixed lines and almost a quarter of a million mobile connections. Our customers range from the smallest sole trader businesses to large brand name organisations.
We are big enough to deliver, but small enough to care.’
The Position
Job Title:
Apprentice First Line Incident Advisor
Apprenticeship Course:
Level 3 Information Communication Technician
Apprenticeship Duration:
Approx. 18 months
Location:
Nelson, BB9
Working Hours:
37.5 hours per week – Working hours 08:30 – 17:00 / 09:00 – 17:30
Salary:
£10,000 - £12,000 per annum dependant on experience/knowledge
Role and Responsibilities
This role is to provide a professional first level support function for customers. To develop and maintain quality and consistency of the customer experience. The team is a first point of contact for customer fault incidents.
Your duties will include:
Handling cases/tickets effectively and efficiently.
Undertaking diagnostic checks to establish the root cause of a fault and then execute the right corrective action.
Working with supplier portals and logging/updating of faults on the portals.
Diagnosing VOIP/SIP faults and progressing these
Diagnosing Broadband faults and progressing these
Handling complex queries and customer escalations, taking full ownership through to identifying solutions or handing across to the relevant 2nd line function.
As part of your role, you will gain knowledge and understanding of:
What is covered under a customer maintenance agreement, knowledge of different system types and associated care levels.
Knowledge of PSTN, ISDN, ADSL, FTTC and FTTP
Understanding of the care levels and associated SLAs and setting clear expectations with customers.
Good understanding of networking, TCP/IP, WAN/LAN
Understanding of VOIP/SIP technology
Excellent troubleshooting skills
Knowledge of NTS faults
Good understanding of hosting products and domains.
Desired Qualities, Skills and Knowledge
Strong communication skills with the ability to explain things in a clear and concise manner both verbally and in writing to both internal and external customers.
Excellent organisation skills along with good time management.
Ability to listen and convert evidence into path for resolution
Demonstrate a positive outlook and be able to give and receive constructive feedback and lead by example
Eligibility Criteria
Individuals must have a valid and eligible residency status to apply for this role
About ITP
We help employers develop their best talent and inspire the next generation through apprenticeships, mentoring and training, we’re plugging the UK’s digital skills gap to provide a workforce for the future.
If this sounds like the role for you, get in touch! Once we receive your application, one of our team will be in touch to help you with the next stage.
The ITP are working on behalf of a third party to advertise their vacancy. By submitting your CV, you agree to be contacted by The ITP and your information to be passed on to a third party.
Job Types: Full-time, Apprenticeship
Salary: £10,000.00-£12,000.00 per year
Work Location: In person
