L3 IT Support Technician Apprentice

Summary

Are you looking to kick start your career in IT with a supportive employer? If you have a passion for IT, an interest in troubleshooting and great communication skills, this role could be ideal for you. PETA are proud to be working with GW Net-Working to support them with the recruitment and training of a new IT Apprentice based in Southampton.

Annual wage: £16,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday, 09:00 - 17:00
35 hours a week
Possible start date: Monday 4 November
Duration: 1 Year 10 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

As an IT Apprentice, you will be studying towards a level 3 ICT Support Technician apprenticeship. The apprenticeship is 22 months in length and will involve ongoing onsite training and mentoring from the GW Net-Working team . This will be combined with 25 days of off the job training which will be held at the PETA training centre in Cosham.

You will be responsible for working and helping our IT Technicians in their everyday work.

Your day to day responsibilities will include:

Routine IT maintenance and technical support for GWN’s small business clients, including:

Carrying out daily checks to ensure all GWN-Managed systems are fully operational
Monitoring backups
Monitoring Anti-Virus software
Managing Office 365 user accounts & licences
Creating and updating Helpdesk tickets:From telephone calls, emails & alerts, including logging details of support activities in the Helpdesk system
1st–Line Remote and telephone support triage:Identify how / when an issue occurs (i.e: Reproduce the issue)
Identify end-user impact of issue (e.g: Affecting 1 user, or all)
Create / update Helpdesk ticket(s) as appropriate
Provide / assist with providing support
Assist updating Customer-Related technical documents & reports
Client Support Pack (CSP) documents
Knowledgebase articles
Managing escalations of issues internally, as well as to 3rd-party suppliers

Where you’ll work

Unit 7

Freemantle Business Centre

Millbrook Road East

Southampton

SO15 1JR

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

PETA 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