IT Support Technician Apprentice (Pronetic Ltd)

Summary

Firebrand Training have an exciting new opportunity for an IT Technician Support Apprentice with Pronetic Ltd, an IT MSP company based in West Sussex (Chichester area). You will be the first point of contact for incoming calls and support request tickets. (Don’t worry, you won’t be doing this on day one: we wouldn’t throw you in at the deep end).

Annual wage

£15,000 a year

Minimum wage rates (opens in new tab)

Salary: £15,000 - £16,000 per annum

Training course

Information communications technician (level 3)

Hours

Monday to Friday 8.30am- 5.00pm

37 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

Your primary task is to judge which requests can be dealt with within 15 minutes (then deal with them) and allocate more demanding requests to the rest of the Support Desk team.

Typical tasks include:

Troubleshoot user account issues
Diagnose and clarify whether faults are configuration issues, software or hardware related
Accurately record details of customer requests/faults and collect all relevant information so the optimum solution can be implemented

When you’re not taking calls, you’ll be:

Configuring new PCs and network equipment ready for installation on customer sites
Monitoring systems and networks for abnormal statuses
If you are the kind of person who likes getting their hands dirty (a little at least) then you could get involved with work at customer sites with anything from simple installations, like setting up kit for new users (laptops, docks, keyboards, monitors & printers) to assisting with network cable installations
You’ll be joining an incredibly supportive team that looks out for each other
This is a tremendous opportunity for you if you’ll love providing IT support but feel the need to have a little more flexibility, work with a small but expanding Managed Services company and be able to learn
P.S. You must be comfortable to share the office with the office dogs (all well behaved, just need a ball throwing occasionally)

Where you’ll work

Parigo

Pagham Road, Lagness

Chichester

West Sussex

PO20 1LL

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

FIREBRAND 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