Technical Support Apprentice

Overview

Apprentify are hiring on behalf of our client for a Technical Support Apprentice to enrol on our level 4 Network Engineer apprenticeship program. The company utilise a suite of intelligence analysis tools designed to help organisations extract actionable intelligence from large volumes of data, commonly used in law enforcement, defence and national security sectors for tasks such as criminal investigations, fraud detection and threat analysis.

 

The Technical Support Apprentice is responsible for providing technical assistance and support to end-users related to the client's software applications, resolving technical issues, and ensuring optimal performance of software. This role involves direct interaction with customers, diagnosing and troubleshooting software problems, and collaborating with development teams to enhance software functionality.

Key Responsibilities:

Technical Support:

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Diagnose and troubleshoot software issues reported by end-users.
• Provide step-by-step technical assistance to resolve application problems.

Issue Resolution:

• Identify, document and resolve software bugs and issues.
• Escalate complex issues to higher-level support or development teams when necessary.
• Follow up with customers to ensure issues are fully resolved.

Customer Service:

• Maintain an elevated level of customer satisfaction through courteous and efficient handling of support requests.
• Provide regular updates to customers regarding the status of their support tickets.
• Conduct follow-up communications to ensure customer issues are resolved to their satisfaction.

Documentation:

• Document support requests, troubleshooting steps and resolutions in the ticketing system.
• Create and update knowledge base articles and technical documentation for internal and external use.
• Maintain accurate records of customer interactions and support activities.

Collaboration:

• Work closely with development, QA (Quality Assurance) and product teams to provide feedback on recurring issues and suggest improvements.
• Participate in team meetings and training sessions to stay updated on new features, tools and best practices.

Continuous Improvement:

• Identify trends in support requests and recommend solutions to improve software performance and user experience.
• Stay current with the latest industry trends, software updates and support best practices.

Entry requirements

• Grade C/level 4 in GCSE Maths and English is required for apprenticeship eligibility 
• Degree level qualification is required for this role, preferably in a computing, maths or science related subject
• Analytical, technically minded and a deep-thinker
• Self-starter
• Adept at working with IT, numbers and data
• Able to commute to Cambridge HQ at least twice per month (postion is hybrid but attendance at the office is required occasionally, especially in the early stages of the role)

Skills requirements

Communication skills, IT skills, Problem solving skills, Analytical skills, Logical, Team working,

Training to be provided

Our Level 4 Network Engineer Apprenticeship Covers:

• Installing, configuring and testing network components
• Analysing network performance
• Upgrading networks
• Delivering and managing high quality services

Network Engineers are indispensable in maintaining the functionality and reliability of computer networks across diverse sectors and organizational scales. From small businesses to large enterprises, they play a pivotal role in ensuring seamless network operations. Their tasks range from installing and configuring networks to troubleshooting issues, all while adapting to evolving technologies such as 5G and Cloud computing.

These professionals are adept at swiftly resolving hardware and software issues, minimizing disruptions and downtime. Their focus extends beyond technical proficiency to include meeting organizational requirements and compliance standards. Effective communication with stakeholders is paramount, as Network Engineers collaborate with management, team members, clients, and suppliers to deliver reliable network services.

Whether working in-office or on-site, Network Engineers demonstrate versatility and teamwork within organizational structures. Their efforts contribute significantly to the smooth functioning of network services, enhancing operational efficiency and reliability across various business environments.

Things to consider

Hybrid working opportunities. Desirable working location when in office at the Bradfield Centre near Cambridge.

Future Prospects

Level 4 Network Engineer qualification, as well as valuable experience and potential progression opportunities within an established intelligence analysis company.