CAN YOUR TECHNICAL KNOW-HOW KEEP OUR CUSTOMERS SMILING??
As a Technical Support Analyst, you’ll be helping managing incidents for the ever-expanding Virgin Media Business (VMB) arm of our organisation
Our Technical Support Analyst Apprenticeship Scheme welcomes both women and men to gain an end-to-end understanding of what’s needed to keep our valued business customers happy – while improving their overall experience across different levels of service.
All our Apprenticeship Schemes are offered on permanent contracts. And, around 90% of apprentices stay on with us – while others will have gained transferable skills that are sought after elsewhere.
Let’s talk about what you’ll be doing…
With fantastic help from your scheme mentor and other workmates, you’ll learn how provide IT support for business incidents at the frontline of our VMB operations, making sure our customers are satisfied with our ground-breaking products and services.
You’ll be completing technical diagnostics and troubleshooting so that incidents are resolved as quickly and effectively as possible. But don’t worry, we’ll show you how to do all of this! As well as identifying the root cause of the problem, you will also need to find solutions in collaboration with our Business, Technology and Innovation functions – all while keeping your cool in a high-pressure environment!
Eventually, you’ll be taking care of the management, escalation and communication of all incidents to current ITIL standards – a set of best practices that focus on aligning IT services with business needs.
How are you going to get there?
As a customer facing role, you’ll need to show a real understanding of how important excellent customer service is, and how to represent us as a trusted advisor and go-to contact for all technical-related customer enquiries.
Having excellent troubleshooting skills and being able to make sense of network fault diagnostics is as essential as knowing your way around internetworking, TCP/IP principles and DNS – while understanding network monitoring tools, incident management systems and both traditional and IP Voice would also be a bonus.
Some previous customer service experience would be another advantage – but we’re more interested in dynamic free-thinkers who can manage relationships and are passionate about putting smiles on customers’ faces.
So, what can we do for you?
During the scheme, you’ll gain all the experience, understanding and exposure to our leading business practices that you’ll need to kick start a successful career – and we’ll pay you a decent salary with amazing benefits while we prepare your future!
In 2017, we announced our long-term vision of achieving 50/50 gender parity by 2025. It’s super-important for us to reflect equality and diversity in our workforce, especially for STEM* based subjects – and that’s why we’re encouraging men and women to hone their technical skills with us.
We are looking for motivated women and men who get their kicks from keeping our customers happy.
Join Virgin Media… Come and be a part of something special!
(*STEM based subjects are those that fall under Science, Technology, Engineering and Maths disciplines)