Technical Support Apprentice -Trim Street, Bath

Level 3 Digital Support Technician

Company: Gradwell

Full Address: Ground Floor, Trimbridge House, Trim Street, Bath, BA1 1HB / The Tannery, Leeds, LS3 1HS.

Weekly Hours Worked: 35

Salary: £6.40 per hour

Contact Information:
Please reach out via email at Josh.Ankers@estio.co.uk or call or our Leeds office on 0113 3500 333.

About the Company:

Since 1998, Gradwell have been delivering cutting-edge cloud technology developed in-house by our expert team. Our acquisition of The Technology Group happened in 2021, making us the largest 3CX partner in EMEA.

We care about each and every person we work with. By providing businesses with effective communications solutions, we empower people to make the right conversations happen. Our goal is to understand your needs, getting to know you and your team individually to support you collectively on your journey.

We are a leading cloud communications provider, delivering end-to-end solutions to businesses of all sizes. Our services were born in the cloud and continue to evolve based on the development of our own intellectual property.

Job Description:

Estio Training is thrilled to offer a new opportunity for a Technical Support Apprentice at Gradwell.

Role Summary:

Our Technical Support team are responsible for providing direct technical support with a customer centric focus. This position will see you take a place within our platform technical support team, to provide excellent support in resolving all technical issues. The post holder should a problem-solving attitude with ability the to see things from the customers perspective and be their champion in getting their issues resolved.

The post holder should have an interest in the telecoms industry and the technology industry more widely and an enthusiasm and willingness to learn new skills.

Key Responsibilities:

As a Technical Support Apprentice, you will:

Customer Satisfaction

• Ensure the delivery of high-quality technical support.
• Ensure customer service response is timely and accurate.
• Ensure that your responsibilities are met so the overall tech support team is meeting and exceeding expectations regarding performance.
• Meeting defined metrics/benchmarks.
• Making sure that standards and processes are followed.

Processes and Procedures

• Triage, investigate and resolve technical support requests.
• Coordinate support issues between customers and 3rd party vendors.
• Communicate appropriately internally and to customers.
• Establish best practices throughout the entire technical support process.
• Drive ticket resolution within predefined service level agreements.
• Monitor and manage phone queues.
• Contribute to Knowledge Base repository and ensure top quality solutions are available to the team and customers.
• Manage and maintain partner relationships as required.

Communication

• Follow up with customers as part of the service lifecycle.
• Provide customer feedback to the appropriate internal teams (eg Key Account Managers).
• Advise management on situations that may require additional client support or escalation.

Qualifications:

• Educational Requirements: 5 GCSEs grades A*-C/9-4 or equivalent, including English Language and Maths.

Skills Required:

• Professionalism – Approaches others in a tactful manner and manages departments expectations. Treats others with respect and consideration regardless of their status or position.
• Teamwork – Balances team and individual responsibilities. Gives and welcomes feedback. Contributes to building a positive team spirit whilst supporting everyone’s efforts to succeed.
• Problem solving – Identifies and resolves problems in a timely manner, gathering and analyzing information skillfully. Develops alternative solutions and escalates as appropriate.
• Technical skills – Commits to being knowledgeable and up to date within relevant technologies. Strives continuously to build knowledge and skills within ICT, especially within the business’ core areas. Shares expertise and knowledge with others
• Time Management – Prioritise, plan the workload in accordance with the team managers with high efficiency.

Core Competencies

Gradwell has a unique and valued culture. All Gradwell employees can identify strongly with the personality traits and values set out below. 

• Engaging – Working with diverse Engineering teams and getting the best from them.
• Disciplined – To meet tight timelines and drive the teams to success.
• Down to Earth – Gradwell people are straight forward and grounded.
• Friendly – Gradwell people like to make the workplace a fun and relaxed place to be.
• Helpful – Gradwell people will always look for ways to help each other and their customers.
• Persistent – Gradwell people can be relied upon to get the job done – whatever it takes.

Values 

• Personal – Kind, Human, Caring
• Pioneering – Expert, Masterful, Skilled
• Proactive – Driven, Energetic, Agile

Future Prospects:

This role offers the potential for a permanent position upon successful completion of the apprenticeship, contingent on performance.

For more information, or to apply, please contact us at Hello@estio.co.uk or call our Leeds office on 0113 3500 333.

We look forward to hearing from you!

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Digital Support Technician, with training in how to:

• Helpdesk Operations and Functions.
• Maintaining Digital Systems and Services
• Fundamentals of Digital Systems.
• Administration of Digital Systems and Services.
• Change Management.
• Teamwork and Communications.
• Introduction to System Security.
• User and Stakeholder Training.
• Working in Digital Support.
• Data Operations and Security.
• Pathways and Career Progression.