IT Support Apprentice (Altus Group)

ALTUS GROUP (UK) LTD

Manchester, M16 0PQ

Closes in 7 days (Monday 23 September at 11:59pm)

Posted on 30 July 2024

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Summary

In this role you will manage our ticketing system and triage each ticket to the appropriate group for resolution. You will also be the primary point of contact for all internal customer queries, so a high level of customer service is a must!

Annual wage
£18,000 a year

Minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday - Friday 9.00am - 5.00pm

35 hours a week

Possible start date

Monday 30 September

Duration

1 Year 6 Months

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

End User Services:

  • Providing the primary response when requests are sent to the end user management team
  • Accurately logging requests onto the IT software management system
  • Co-ordinate and prioritise requests according to severity
  • Diagnose and resolve first-level end user hardware, software and printer and network issues by providing one-on-one end-user support via telephone, e-mail, and other internal methods of communication
  • Recognise and escalate deeper and more complex issues to IT support technicians

Customer Services:

  • Be responsible for maintaining and building relationships with the end users
  • Respond to internal customer queries to ensure the best possible outcome is delivered
  • Liaise with the IT team on high priority requests and provide the end users with updates until resolution

Rapid Response:

  • Resolve requests based on the rapid response knowledge database
  • Respond to routine requests within the agreed service level agreement

Where you’ll work

Oakland House

Talbot Road, Old Trafford

Manchester

M16 0PQ

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

ESTIO TRAINING LIMITED

Your training course

Information communications technician (level 3)

Equal to A level

Course contents
  • Interpret and prioritise internal or external customer's requirements in line with organisation's policy
  • Apply the appropriate tools and techniques to undertake fault finding and rectification
  • apply Continuous Professional Development to support necessary business output and technical developments
  • Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
  • Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
  • Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
  • Manage and prioritise the allocated workload effectively making best use of time and resources
  • Complete documentation relevant to the task and escalate where appropriate
  • Install or undertake basic software upgrades,either physically or remotely
  • Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
  • Provide remote/F2F support to resolve customer requirements
  • Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
  • Identify and scope the best solution informed by the system data associated with the task
  • Test and evaluate the system's performance and compliance with customer requirements.
  • Escalate non routine problems in line with procedures
  • Use basic scripting to execute the relevant tasks for example PowerShell, Linux
  • Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
  • Apply the necessary security, in line with access and/or encryption requirements
  • Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
  • Test and evaluate network environments
  • Monitor performance and usage of a network
  • Deploy applications on a network
  • Set up storage and data access for staff
  • Apply necessary security measures, in line with access requirements to a network
  • Carry out routine maintenance across network systems, ensuring organisational compliance
  • Monitor network-related workloads including DNS and firewalls
  • Install or undertake basic upgrades, either physically or remotely
  • Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
  • Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
  • Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
  • Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
  • Interpret and prioritise internal or external customer's requirements in line with organisation's policy
  • Apply the appropriate tools and techniques to undertake fault finding and rectification
  • apply Continuous Professional Development to support necessary business output and technical developments
  • Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
  • Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
  • Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
  • Manage and prioritise the allocated workload effectively making best use of time and resources
  • Complete documentation relevant to the task and escalate where appropriate
  • Install or undertake basic software upgrades,either physically or remotely
  • Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
  • Provide remote/F2F support to resolve customer requirements
  • Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

    • Your training plan

    This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

    More training information

    Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

    Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

    Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

    • Efficiently operate and control your ICT infrastructure - physical or virtual hardware, software, network services and data storage
    • Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components
    • Prioritise systems support tasks and monitor and maintaining system performance
    • Maintain regulatory, legal and professional standards
    • Support the information systems needs for your business

    Requirements

    Essential qualifications

    Other in:

    • 5 GCSE's including English and Maths (grade A*-C/9-4 or equivalent)

    Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

    Skills

    • Communication skills
    • Attention to detail
    • Organisation skills
    • High customer service
    • Accuracy
    • Basic technical knowledge

    Other requirements

    Basic understanding of systems and technical knowledge to resolve end user hardware, software & printer & network issues.

    About this company

    Altus Group is a leading provider of asset and fund intelligence for commercial real estate. We deliver intelligence as a service to our global client base through a connected platform of industry-leading technology, advanced analytics, and advisory services. Trusted by the largest CRE leaders, our capabilities help commercial real estate investors, developers, proprietors, lenders, and advisors manage risks and improve performance returns throughout the asset and fund lifecycle. Altus Group is a global company headquartered in Toronto with approximately 3,000 employees across North America, EMEA and Asia Pacific.

    After this apprenticeship

    This role offers the potential for a permanent position upon successful completion of the apprenticeship, contingent on performance.

    Ask a question

    The contact for this apprenticeship is:

    ESTIO TRAINING LIMITED

    Josh Ankers

    Josh.Ankers@estio.co.uk

    01133500333

    The reference code for this apprenticeship is VAC1000267942.

    Apply now

    Closes in 7 days (Monday 23 September at 11:59pm)

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.