Job Description

About the Employer

Company Name - XMP SaaS

We are a growing SaaS company specializing in enterprise resource planning (ERP) solutions that help businesses streamline operations, improve efficiency, and drive growth. Our cloud-based platform serves mid-market and enterprise clients across various industries.

The Crown Offices
The Crown
Martley
WR6 6PA

Overview

XMP SaaS are offering an exciting Level 3 Digital Support Technician Apprenticeship opportunity for someone passionate about technology and helping others. This Apprenticeship combines hands-on IT support experience with formal learning, providing comprehensive training in technical support within the enterprise software environment.

As a Digital Support Technician Apprentice your duties will include but are not limited to:

Provide first-line technical support via phone, email, and ticketing system Troubleshoot user issues with our ERP software, Microsoft Office, and business applications Assist users with password resets, account access, and basic system navigation Support hardware setup including computers, printers, and mobile devices Escalate complex technical issues to senior support engineers Assist with user onboarding and software training sessions Monitor system alerts and perform basic maintenance tasks

Skills Required

Essential Skills (Required) Problem-Solving Logical approach to diagnosing and resolving technical issues Communication Skills Clear verbal and written communication to explain technical concepts to non-technical users Patience & Empathy Ability to remain calm when helping frustrated users with technical problems Active Listening Understanding user issues and asking the right questions to identify root causes Attention to Detail Accuracy in following troubleshooting procedures and documenting solutions Time Management Prioritizing support tickets and managing multiple user requests efficiently Teamwork Collaborating with other IT team members and escalating issues appropriately Customer Service Mindset Professional, helpful attitude when supporting internal and external users Communication skills IT skills Organisation skills Presentation skills Administrative skills Analytical skills Logical Team working
Remember, this is an apprenticeship position designed for someone starting their career - enthusiasm to learn is more important than existing expertise!

Essential qualifications

GCSE in:

English (grade 4) Maths (grade 4)

Training to be provided

Digital Support Technician Level 3 Apprenticeship Standard: The successful candidate will undertake an 18 month, nationally recognised qualification through TDM.

This is a work-based learning programme which will require commitment to block weeks in an online training room once every quarter working towards the qualification along with weekly off the job training and monthly coaching sessions.

You will be required to demonstrate through the standard that you meet all competencies and behaviours, which will lead to the achievement of the qualification. These block weeks will take place at either of our training centres, in Birmingham or Worcester, whichever is more suitable for your location.

You will have a designated mentor in the workplace to support your learning and at the end of programme will be assessed via an external assessment body.

This is a Level 3 qualification. Knowledge modules will include:

Digital Technologies Data Management and Information Systems Security Applications Technicians (or) Service Technicians

After this apprenticeship

Following successful completion of the apprenticeship a full time role will be available with further opportunity to work towards a Professional Level 6 Programme.

Job Types: Full-time, Apprenticeship

Pay: 19,500.00 per year

Work Location: In person