Cpio Ltd

Apprentice IT Support Consultant - Advanced (Level 3)

Cpio Ltd (Employer)

Tdm Wyre Academy (Training Provider)

Weekly wage £179.00
38.75 hours per week Monday - Friday, 09:15 - 18:00
18 months (duration)
10 November 2021(start date)
Information communications technician (apprenticeship standard)
9 November 2021 (application closing date)
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Job Description

We are looking for someone keen to kick start their IT career, learning and working within a small helpdesk that provides software and technical support to clients with maintenance contracts and internal users.


Duties will include:

  • Call logging from the phone line or web portal
  • Ticket processing and administration
  • Research and identify solutions to issues
  • Diagnose and troubleshoot technical issues
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track system issues through to resolution, within agreed time limits
  • 1st line support for technical tickets
  • Properly escalate unresolved issues to appropriate internal staff
  • Provide prompt and accurate feedback to customers

Future Prospects

  • Progression onto a higher apprenticeship after completion of Level 3

Reality Check

  • Ideally the apprentice will have their own car as public transport services to Fort Dunlop are limited (bus only)
  • Shifts – either 7.45am to 4.30pm or 9.15am to 6pm Apprentice wage based on national living wage rate for age - to be paid Monthly. (from April 2021 - £4.62 - £8.91 per hour).
  • Benefits – 25 days holiday + Bank Holidays, day off for birthday in 2021, Medicash cash benefits plan (payout for optician, dentist, chiropractor etc), Employee Assistance Programme (access to counselling etc)

Skills Required

  • Polite and professional telephone manner
  • Customer service oriented
  • Logical and analytical

Qualities Required

  • Enthusiastic and committed
  • Team spirited
  • Shows tenacity
  • Have a commitment to and an energy to learn in a busy, hands on environment
  • Be open to building relationships within the organisation and with external stakeholders
  • Interests and motivation: IT hardware and software, problem solving

Qualifications Required

  • Ideally obtain 2 A Level Qualifications
  • Minimum requirment maths and English GCSE or equivalent

Training Provided

ICT Level 3 Apprenticeship Standard: 

  • Qualification together with onsite training by the employer
  • For those starting at Advanced (Level 3), the expected duration would be eighteen months. There is an opportunity to progress on to the Higher Apprenticeship (Level 4) and ultimately on to a Degree Apprenticeship
  • ICT 3 Course 1 – Hardware and Networking
  • ICT 3 Course 2 – Software and Security
  • ICT 3 Course 3 – ICT Administration
  • Professional Development Progamme
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