Digital Support Technician


As a Digital Support Technician Apprentice, you’ll be working closely with our First, Second- and Third-Line technicians as they support our existing and new customers’ IT requirements. You’ll have a keen interest in IT and must be able to work as part of a busy support team. Working closely with other departments you will need to build relationships with both internal and external customers. We work to strict SLAs with our customers, and you’ll be responsible, after training, for the quality of information logged into our Call Management system – you will be expected to accurately log support tickets into our Call Management system in a timely manner. We expect you to be self-motivated, efficient and well-organised with a keen eye for detail. You’ll be IT-literate with skills in the use of Microsoft Office, in particular, Outlook, Word and Excel.

CTRL Networks

South Shields , NE331TA


Per Week

37.50 Hours

Per Week

Role and Responsibilities

Specific duties will include (but aren’t limited to):

· The timely and accurate logging of customer issues into the Call Management system, from both phone calls and incoming emails; using the formal call logging system in place.

· Be responsible for the quality of the information recorded – to be able to produce clear descriptions relating to user problems that ensure timely and efficient solutions.

· Recognising when a call is urgent and escalate accordingly.

· Carrying out configuration and testing of new kit prior to install at customer site.

· The ability to work as part of a team, whilst remaining self-motivated in managing your own workload.

· The ability to demonstrate an excellent customer service focus when dealing with clients.

· We’re looking for you to develop the role so that, in time, you become the first point of contact for all incoming issues to the Help Desk – freeing up the First- and Second-Line technicians to concentrate on the resolution of issues to meet our agreed SLAs.

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Required Skills

  • Good IT Skills, including use of outlook, word and excel
  • Excellent customer care skills
  • Ability to work as part of a team and on your own.

Required Qualifications

Maths, English and ICT, GCSE Grade 4-9 or equivalent.


Maths and English to Level 2 required, if not already achieved.

Knowledge, Skills and Behaviour in relation to:

Customer service principles and practices

Business principles.

Technical competencies.

Knowledge and understating.

Research activities.

Commercial awareness.

Managing challenging situations and taking ownership

Health and safety.

Ongoing assessment by the employer and provider – for example meetings with apprentice, employer and learning provider, observations of workplace, gathering evidence.

Undertake a self-assessment in the last month of their apprenticeship to enable them to see whether they are confident that they have taken on board all aspects of the occupation. This self-assessment must be submitted to the independent end point assessor as a source of evidence to prepare for independent End Point Assessment which will include a showcase portfolio; a project; an employer reference and a structured interview about their portfolio and project.