Information Communications Technician – Support Technician L3 Apprenticeship

We are looking for an exceptionally talented, bright, and driven individual to join our IT team as a Support Apprentice. During a 21-month apprenticeship (including a three-month assessment), you will work alongside our IT department which is progressive, hands-on, and customer-focused.

You will learn to be responsible for triaging support queries and resolving them as you grow, placing engagement as your primary focus.  As you develop your skills, knowledge, and behaviours you will become an integral part of the IT team, delivering the highest quality of service to our internal and external customers; ensuring colleagues are supported through effective query handling and problem-solving, followed closely by a high level of process understanding and administrative support.

You will learn to:

• Provide technical support to customers both internal and external through a range of communication channels.
• Establish and diagnose problems/faults using the required troubleshooting methods & tools.
• Interpret technical specifications relevant to the support task.
• Apply the appropriate security policies to support tasks in line with Co. requirements.
• Undertake the relevant processes to resolve support technical issues.
• Communicate with all levels of stakeholders, talking them through steps to resolve issues or set up systems, keeping them informed of progress and managing escalation & expectations.
• Apply appropriate testing methodologies to hardware or software or cabling assets.
• Practice guided continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development.
• Document or escalate support tasks as appropriate to ensure a clear audit trail and progression of issues.
• Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners, and cameras.
• Address IT issues by prioritising in response to customer service level agreements.
• Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets.
• Support the rollout of upgrades or new systems or applications.

On successful completion of the apprenticeship, you will achieve:

• IT Support L3 apprenticeship standard
• RIT Tech  – L3

Basic Qualifications:

For the apprenticeship programme we prioritise applicants eligible for government funding for their apprenticeship and for this, you need to:

• Be a resident of the UK for the entire duration of the program (18 months).
• Not be registered to study on a UK government-funded course ending June 2025 or later.
• You will be 18 years old or older before the contract’s start date.
• Interested and enthusiastic in developing in an IT field.
• You can read, understand, and communicate in English, interact, and engage comfortably with people at all levels of the business.
• You can follow a list of guidelines and instructions (verbal or written) to deliver results and meet deadlines.
• You can demonstrate confidentiality due to the sensitivity of the data received.
• You have a hands-on attitude, be flexible, adaptable, and proactive,
• You aim to attain impeccable customer service and excellent customer-facing skills.
• You seek and respond well to feedback.

Academic Qualifications

• You will have achieved GCSE’s (or equivalent) at grade A – C (4-9) including English and Maths.

Preferred Qualifications/skills

• You are comfortable to operate in a challenging and fast-paced environment.
• You are able to demonstrate drive and passion.
• Knowledge with MS Office Suite (Word, Excel, PowerPoint, Access, Outlook).
• Analytical skills (able to identify problems and a root cause, work with numbers, data, run metrics and pull reports...)

The working week will be 35¼ hours based on 9.00 am - 5.00 pm from Monday to Thursday and 9.00 am – 4.00 pm on Fridays. The role is based at Triton’s Head Office in Nuneaton; therefore, the successful candidate will need to live within commutable distance.

Triton is an equal opportunities employer and offers a competitive salary together with 25 days annual leave plus bank holidays, generous contributory pension scheme, option to buy shares in our parent company Norcros, Health Cash Plan, and more.

If you are eager to progress your career and confident of your ability, come and grow with us, the UK’s market, and brand leader in Showers.

Please apply online.