EXPLORE A CAREER IN IT
For most organisations, including merchants and their suppliers, the IT department is responsible for:
Respond to requests for hardware and software
Logging problems and fixes
Repair software on the company systems
Monitor IT performance
Improve the IT performance of the company.
To find out how to start your career and where a career in IT can take you click the tabs below.
SOFTWARE SUPPORT TECHNICIAN
Support technicians in the information technology field are required to maintain the computers, network servers and phone technology in the business.
Average salary (a year) - £15,000 to £26,000
Typical hours (a week) - 35 to 39
How to become a Software Support Technician?
You can get into this job through:
- a college course
- an apprenticeship
- working towards this role
You could take a college course in computing or IT support, like a:
- Level 2 Certificate in ICT Systems Support
- level 3 Diploma in ICT Professional Competence
you may need:
- 2 or more GCSEs at grades 9 to 3 (A* to D)for a level 2 course
- 4 or 5 GCSEs at grades 9 to 4 (A*to C) for a level 3 course.
You could do an intermediate or advanced apprenticeship in IT support, or an infrastructure technician advanced apprenticeship. you'll usually need:
- some GCSEs, usually including English and maths, for an intermediate apprenticeship
- 5 GCSEs at grades 9 to 4 (A* to C), usually including English and maths, for an advanced apprenticeship.
The Building Materials Industry are great supporters of apprenticeships.
To view apprenticeship vacancies click here
You could get started as a trainee technician and do qualifications while you work. You'll need some IT skills to get a trainee job.
Ideally you'll need knowledge or experience in the following:
- the ability to work well with others
- excellent verbal communication skills
- analytical thinking skills
- to be thorough and pay attention to detail
- customer service skills
- to be flexible and open to change
- the ability to accept criticism and work well under pressure
- the ability to use your judgement and make decisions
- You will be expected to know how to use a computer and tools to benefit this job
- Strong IT Skills
Your day-to-day tasks may include:
- Responding to incoming calls into the helpdesk
- Aim to fix all calls
- Customer updates and call management
- Helpdesk information population and maintenance
- Product and industry change investigation and communication
- Continued development and training
- Ensure communication methods are correct
- Make sure escalation processes are followed
- Supplier/ contractor liaison for issues and version updates
- Attend team meetings
- Follow lead logging for any customer / prospect leads generated
- Call escalation within escalation procedures
- Perform remote installations and migrations when required
- Data population and maintenance
Career Progression / Related Careers
- IT manager
- system administrator
- support analyst
- support technician
- support engineer
In Job Training
There are many training courses within the industry to help you build your career. such as:
- Digital transformation of the Builders Merchant Sector
LISTEN TO THEIR STORY
“ I wasn’t the brightest spark at school by no means. Didn’t achieve what I could have if I had put the effort in to my GCSE’s etc. I applied for a MKM apprenticeship and thought ‘let’s see what happens’. Nine years later I’m still here! It’s way over and above what I expected it to be and a lot more glamourous than what people give it credit for. - Glenn Paddison”
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FREQUENTLY ASKED QUESTIONS
- There are many jobs available at different levels within this type of career. It all depends on what qualifications you have. If you do well academically it may suit you to go to university, then get a graduate-level job. But you can be just a successful by completing you GCSE’S or A levels and get a job with an employer that will train you up by putting you through an apprenticeship.
- Apprenticeships are a great way to start work in your chosen career and study towards your qualification. This type of qualification starts at an intermediate level (equivalent to five GCSES) and can go to higher level (equivalent to a degree).
- This career type can be very rewarding but also challenging. This career is constantly evolving with the introduction of new technologies, so there is always something new to learn.
- You need to be able to work as part of a team. You must be able to analyse and have a logical way of thinking to solve problems. But most of all you need to have attention to detail.