Technical Support Apprentice
The Technical Support Apprentice provides customer-focused support for wireless temperature monitoring systems while completing a 13-month development programme. They will build skills in fault diagnosis, system support, customer guidance, and technical problem-solving.
Role
From the outset, the apprentice will:
- Create new support cases promptly and record complete, accurate details of each customer issue
- Provide professional first-line support by email and telephone under supervision, escalating to senior colleagues where needed
- Learn to set up new customers and users on the company's online portal, including account creation and access permissions
- Shadow senior colleagues on fault diagnosis involving wireless sensors, transmitters, software and communications
- Check customer account and subscription expiry dates and update account status accurately
- Record product details, serial numbers, test results, troubleshooting steps and outcomes accurately within each case
- Follow information security, data protection, health and safety, quality and company procedures at all times
As competence develops (typically from month 3 onwards), responsibilities will extend to include:
- Managing the support case queue, prioritising work appropriately and following open cases through to resolution and closure
- Independently diagnosing faults involving wireless sensors, probes, transmitters, software, databases, networks, alarms and communications
- Setting up and configuring mapping systems for customer sites, ensuring monitoring points, locations and associated devices are correctly represented
- Supporting customers with system installation, commissioning, device pairing, signal coverage, alarm settings, user access and reporting
- Reviewing system information, device status, logs, signal strength, battery condition and customer test results to identify likely causes
- Escalating suspected product defects, software issues or complex technical faults to engineering, production or quality teams with complete diagnostic information
- Assisting with returned-product assessment, bench testing, replacement coordination and feedback to manufacturing teams where required
- Creating and maintaining product guides, knowledge-base articles, technical notes and standard support procedures
- Identifying recurring faults and contributing to root-cause analysis, corrective actions, product improvements and customer training
Training
- The apprentice will complete the Customer Service Specialist Level 3 Apprenticeship with GLP Training
- Training will be delivered through a combination of workplace learning, online sessions and regular meetings with a dedicated Skills Coach
The apprentice will attend:
- Monthly coaching sessions with their Skills Coach
- Regular online learning and assigned learning activities
- Workplace training and mentoring from experienced colleagues
- Progress reviews throughout the programme involving the apprentice, employer and training provider. The apprenticeship is expected to last approximately 13 months, plus End-Point Assessment
Measures of Success
- Support cases are created promptly, contain accurate information and are kept up to date through to closure
- Customer email and telephone enquiries are handled professionally and within agreed response times
- Online portal accounts, users and system settings are configured accurately
- Customer mapping systems are set up accurately and reflect the correct sites, locations and monitoring devices
- Technical issues are diagnosed effectively, escalated appropriately and resolved with clear customer communication
- Customer records, product details and support documentation remain accurate and complete
- Work complies with safety, security, quality and service standards
- Development plan milestones are met, culminating in successful completion of the apprenticeship and End-Point Assessment
- Apprenticeship Standard
- Customer service specialist (level 3)
- Training Provider
- GLP TRAINING LTD
- Working Week
- Working Days: Monday to Friday Working Hours: 8:30am to 5:30pm
- Expected Duration
- 1 Year 1 Month
- Positions Available
- 1
- Closing Date
- Friday, 16th October 2026
- Start Date
- Monday, 26th October 2026
Desired Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Analytical skills
- Team working
- Awareness of Cyber security
- Awareness of GDPR
About the Employer
TECTRONIKS LTD
TekTroniks are a UK manufacturer of bespoke temperature monitoring and environmental control systems, supplying innovative solutions to customers across a range of sectors. Our systems combine hardware, software and wireless technology to help customers monitor, manage and protect temperature-sensitive environments.