1. Please give an overview of your role and what this involves on a day-to-day basis:
As a technical support analyst my job includes troubleshoot faults on voice and data lines for medium to large sized businesses. I have a lot of interaction with customers as we have to keep them update on the progress of there fault. We are assigned faults to fix by our queue manager as they come in during the day, we the take this faults and run 1st and 2nd line checks on them, if we find a fault we can try and fixed it remotely but if it is a physical issue e.g. flooding or corrosion of lines we have to send an engineer out it try and fix it locally. On a day to day bases I fix voice faults as my training for data faults hasn't begun yet but it is being prepared yet. We are assigned courses on ignite to further out knowledge which always come in useful.
2. Have you learnt any new skills or developed existing skills?
While working for virgin media I have learnt so much, before I came here I was in 6th form at school and had very little technical knowledge at all. Even though I have only been here 3 months I shock myself when I look back to before I started here and I struggled to change the background on a word document. I have received lots of training both online on ignite and at work were we were given a crash course in fixing AE2 and CM which was really informational, I also get a lot of help from my colleagues as they understand that there is a lot of information to take on. At the end of out apprenticeship we will have earned a CCNA which is a world recognised qualification which will we really useful for future progression.
3. To what extent do you enjoy your programme?
I love working for virgin media, I know that if I work hard I will progress through the company and that's really motivating, there is always a really relaxed environment which is really good when your try to learn new things, our team work really well together and are always happy to help me or tell me were I have gone wrong. The company culture has to be one of the best around as its so unique and fun, once one of out bosses brought pizza for the entire office!
4. How valued do you feel by Virgin Media?
I do feel valued by the team I work in as I am helping out with faults now which is really important. I enjoy coming to work and feeling useful. People always come up to us and ask how were getting on and people thank us for helping with there call SLA. we are also the first ever business operations apprentices so were always asked how good the course is.
5. How well organised/structured is your programme?
My course has been organised well for me, for the first couple of weeks I was instructed as to what to do and were to go for online training course, I was introduced to my team and was assigned to shadow one of my colleagues for a couple of days and they I had voice training for a couple of weeks to learn how to speak to customers and make sure they end the phone call happy
6a. How much support do you receive from your training provider?
We have a apprentice manager who comes and visits us a couple of times a month to check how were getting on and assign us ignite course which are useful for improving our knowledge of our job and the company. if I have any issue I just ask one of my colleagues who help me out and try to teach me what to do next time. The people here are only to happy to help and even everyone else in the office outside of my team always help me out if I am talking to an engineer or need and assistance
6b. How much support do you receive from your employer?
even before I started working for Virgin Media I was receiving support from the company, as I had to relocate away from my family they offered to help me try and find somewhere to live and recommend the best places and the places to avoid which I really appreciated. Also as I was leaving education they sent me various links to colleges near my new house were I could finish of my education, my manager is really understanding in letting me book last minute time of around Christmas so I could go home and visit them, he also comes and checks that I am not to stressed with the amount of work I have to do.
7. How well does your salary/package meet your costs?
Virgin Media have offered one of the highest paying salary's I have seen for an apprenticeship but they expect you to work hard as there paying you so well, at 18 I earn enough to pay rent and bills buy food and have a really comfortable life without help from anyone else and putting money into a savings account. I only live 10 minutes away from were I work as well so the cost of travelling is only small.
8. Are there many opportunities outside of work?
There are opportunism outside of work such as two different Christmas parties in case you couldn't make it to one, and charity events that you can take part in if you want to.
9a. Would you recommend Virgin Media to a friend? *
9b. Why? *
Virgin media is a really great company to work in, especially if you can get your foot in the door at a young age, they really believe in internally promoting people so as long as you work hard you can go as far as you want to go. Virgin has a really unique ethos with a vibrant working environment where all the people are really lovely and willing to help you
10. What tips or advice would you give to others applying to Virgin Media? *
The best advice I would give is to just be honest during the application process as virgin is the type of place to give people a chance, also make sure you are prepared for the phone interview and the assessment day because if not it looks like your a disorganised person.
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