Apprentice Technical Support & Customer Service Assistant

Summary

Assist technical support with retailer/end-user customer service, ESL support administration, digital systems and supervised website/content updates while completing a Level 3 Digital Support Technician Apprenticeship. 

Wage

£12,480 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Training course

IT solutions technician (level 3)

Hours

Monday to Friday, working hours are to be confirmed.

30 hours a week

Start date

Friday 11 September 2026

Duration

2 years

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

The apprentice will work as an Assistant to Technical Support within Sure Retail Equipment Limited's technical support / retail technology team. The main purpose of the role is to provide high-quality customer service support to retailers and end users using SOLUM electronic shelf label (ESL) systems, while learning digital support skills and supporting related administration. 

Key responsibilities:

• Provide polite, professional first-line customer service support to retailer/end-user customers, under supervision.
• Log, organise and update customer support queries, open support tasks and follow-up actions accurately.
• Assist the technical support team with ESL administration, including template creation, amendment, formatting and checking.
• Prepare notes, suggested responses, checklists and internal support information for review. 
• Liaise with colleagues in technical support, sales, projects, warehouse and customer service where required. 
• Use digital systems securely and accurately, including support records, email, Microsoft Office or similar tools and web-based systems. 
• Support supervised website/content updates where required, such as product information, images, links and documents using Umbraco or other company systems.
• Learn about retail technology, electronic shelf labels, shelving, shop fitting and retail display equipment so customer queries can be understood and routed correctly. 

The apprentice will report to Kieran Preston, Technical Support, and will interact day to day with technical support colleagues, customer service, sales/projects and, where appropriate, retailer/end-user customers. The role is supervised and the apprentice will not be expected to make final technical, contractual, commercial or customer-impacting decisions without approval. 

Where you'll work

14 ORION WAY
CREWE
CHESHIRE
CW1 6NG

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

CHESHIRE COLLEGE SOUTH AND WEST

Training course

IT solutions technician (level 3)

What you'll learn

Course contents

• Work at any stage of the solution lifecycle.
• Interpret client requirements.
• Prioritise tasks to work within agreed project plans.
• Ensure resources are used efficiently and responsibly.
• Design solutions to meet client and business requirements.
• Identify technical solutions using creative and critical thinking.
• Install hardware or software, either physically or virtually.
• Search and use different types of data or information sources.
• Test and evaluate performance, functionality, and usability of solutions to ensure compliance with customer and project requirements.
• Deploy and implement solutions, supporting change management practices.
• Create and maintain documentation in accordance with best practice and organisational requirements.
• Support multiple contemporary or legacy solutions to required levels of service.
• Apply organisational policies and legislation in relation to security requirements, privacy, and confidentiality.
• Communicate using a variety of tools and approaches, adapting language for technical and non-technical stakeholders.
• Apply continuous professional development CPD to support their own learning, business needs and technical developments.
• Work at any stage of the solution lifecycle.
• Interpret client requirements.
• Prioritise tasks to work within agreed project plans.
• Ensure resources are used efficiently and responsibly.
• Design solutions to meet client and business requirements.
• Identify technical solutions using creative and critical thinking.
• Install hardware or software, either physically or virtually.
• Search and use different types of data or information sources.
• Test and evaluate performance, functionality, and usability of solutions to ensure compliance with customer and project requirements.
• Deploy and implement solutions, supporting change management practices.
• Create and maintain documentation in accordance with best practice and organisational requirements.
• Support multiple contemporary or legacy solutions to required levels of service.
• Apply organisational policies and legislation in relation to security requirements, privacy, and confidentiality.
• Communicate using a variety of tools and approaches, adapting language for technical and non-technical stakeholders.
• Apply continuous professional development CPD to support their own learning, business needs and technical developments.

Training schedule

In-house training plus the candidate will follow a Level 3 IT Support Technician Apprenticeship programme, with the Digital Service Technician option/pathway expected to fit the external customer support duties, subject to CCSW confirmation.

Training will be structured and delivered by Cheshire College - South & West. If the candidate does not hold GCSE grades A-C (9-4) or equivalent, they will be required to complete a Level 2 Functional Skill in the relevant subject.

Workplace training will include customer service standards, SOLUM electronic shelf label systems, ESL template administration, digital support processes, support records, Umbraco website content management, internal systems, confidentiality/data protection and health and safety. 

Requirements

Essential qualifications

GCSE in:

• English (grade 4)
• Mathematics (grade 4)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Attention to detail
• Organisation skills
• Customer care skills
• Team working
• Patience
• Confident with computers
• Literacy skills
• Interest in technology
• Professional
• Polite
• Understanding confidentiality
• Reliable