Technical Specialist Review

3rd line technical support technician, working alongside 1st and 2nd line teams to resolve customer's service incidents, as well as helping to up skill 1st/2nd line colleagues. I also can be asked to advise on customer networks to assist the designers to plan new customer networks or upgrades

As my apprenticeship is in Leadership and Management, I've learned many new skills which will enable me to progress into people management. I'd never worked in people management before so everything was new to me. I didn't realise how much theory and modelling went in to management and managing business change.

I Enjoyed the programme greatly as the content was not something I'd studied before in any of my previous education. I'd never really thought about getting into people leadership or management until the apprenticeship applications were advertised, and so I'm really glad I put myself forward. It's made me realise that leadership and management is not just something you can just walk into and do well

Very well organised. We were assigned a skills coach who we could speak with throughout the program, as well as class room days to cover theory. We had regular progress meetings and over-the-phone chats to ensure we were on track to complete the program within the time scales set for the course

All the support I required. My manager was extremely helpful, and ensured I have enough time to complete my work for the apprenticeship. I was given opportunities to run team meetings, manage colleagues and take on management roles to hep to gain the evidence required for the programme. This all helped me to gain the marks I did for the program.

My skills coach, and the program leaders were on-hand whenever I required. This was really important towards the end when gathering all evidence ready for my portfolio and end point assessments. The classroom sessions for the theory were regular and delivered professionally, with assignments set to follow up to ensure understanding of the content

Part of my job is to take responsibility for escalated customer faults, and to matrix manage the interested departments through to resolution of the incident. This apprenticeship has taught me many new theories and ways to manage the situation and the teams I need to help to resolve the issue

Yes, professional networking events, volunteering and as a team we regularly have a social event after team meetings to bond as a team. There are sports team and clubs available to everyone, although I don't personally participate in any currently. Volunteering is encouraged by the business and time given for employees to do this during work time.

Yes

As a large and diverse company, it's encouraged to progress and move up the ranks into an area that you find interests you. there are so many avenues to take over the course of a career. I've worked in many areas and departments in my time, each one giving me more experience of the business.

Make the most of all opportunities offered, and get as much experience in each area as you can. The experience built up will hep to progress your career and open many doors. Don't be afraid to let your manager know that you'd like to experience other areas you're interested in as they will help top make this happen.