Technical Support Apprentice
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Company: TECTRONIKS LTD
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Location: NOTTINGHAM, NG12 3GZ
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Type: Apprenticeship
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Salary: £19,000.00 per year
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Sector: Sales, marketing and procurement
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Ref: NAS-2000056750
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Application Deadline Date: 16/10/2026
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Start Date: 26/10/2026
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Positions Available: 1
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Working Week: Working Days: Monday to Friday Working Hours: 8:30am to 5:30pm
Brief Description
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.
Training to be Provided
- 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
Future Prospects
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
Vacancy Detail
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
Other Information
Applicants must be able to travel to the workplace in Cotgrave, Nottinghamshire, for the duration of the apprenticeship.
Due to the nature of the role, applicants must be comfortable communicating with customers by telephone, email and online support systems.
Applicants must have the right to work in the UK and be able to meet the eligibility requirements for apprenticeship funding.