Annual wage £14,500.00 Working week Shift are done on a rota and are as below: 07.00 - 15.40, 08.00 - 16.30, 09.00 - 17.30, and 10.30 - 19.00 (Time is allowed out for apprenticeship work). Total hours per week: 37.5 hours a week Total hours per week: 37.5 Expected duration 18 Months Possible start date 10 Jun 2024 Date posted 01 May 2024 Apprenticeship level Advanced Level 3 (A level) Reference number VAC1000248298 Positions 1 available What you will do in your working day Act as the initial point of contact for clients experiencing technical issues with their WAY2PAY systems Provide timely and professional assistance to users via phone, email, or chat Diagnose and troubleshoot hardware and software issues related to WAY2PAY systems Clearly and concisely document technical issues and resolutions in our ticketing system Maintain excellent communication with clients, keeping them informed of the status and progress of their support requests Provide step-by-step guidance to clients for issue resolution when applicable Escalate complex technical issues to 2nd Line Support or relevant 3rd Line technical teams, providing detailed information to facilitate swift resolution Conduct basic user training to help clients optimise their use of WAY2PAY systems and prevent recurring issues Contribute to the development and maintenance of knowledge base articles and documentation to assist resolution of common issues. The training you will be getting Level 3 Information Communications Technician Apprenticeship Standard qualification Mixture of both remote and face-to-face training What to expect at the end of your apprenticeship The potential to progress onto an IT level 4 apprenticeship upon completion of level 3 Requirements and prospects Desired skills and personal qualities Communication skills, IT skills, Attention to detail, Organisation skills, Problem solving skills Qualifications GCSE or equivalent English and Mathematics (Grade C/4) Essential Things to consider There is also scope for additional earning as we operate an “on call” service from 7pm until 10 weekdays and 5 – 10 on weekends where the on call person would answer any incoming calls outside of normal hours and support out clients. This is around £140 per week extra and rotates around the team in a 1 in 6 week format.