IT Support Apprenticeship

Summary

Muntons, a global leader in malt and malted ingredients, is seeking a 1st Line Support Analyst to join their IT team. In this role, you will be the first point of contact for technical issues across the company, providing troubleshooting and problem-solving assistance via phone, email, chat, or remote access.

Annual wage: £16,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday - exact shifts to be confirmed.
37 hours a week
Possible start date: Thursday 3 October
Duration: 1 Year 3 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

In this role Muntons will provide:

Competitive rate of pay, reviewed annually
Company pension contribution at 5%
Health Cash Plan with Reward Scheme
Life Assurance
Company profit based bonus
Flexible working arrangements
myStaffShop membership

Key responsibilities:

Our 1st line support analyst is the first point of contact for users across the business who have technical issues or queries. Providing initial troubleshooting and problem-solving assistance, either by phone, email, chat, or remote access.

Escalating to, and working closely with the wider IT team, to resolve more complex issues while engaging with our users to ensure they are kept up to date with progress and expected resolution.

Key tasks:

Answering user queries and requests in a timely and professional manner
Taking ownership of tickets raised via our helpdesk system, tracking progress and updating accordingly
Prioritising and escalating tickets to 2nd/3rd line support as required
Identifying and resolving common technical issues, such as password resets, network connectivity, software installation, hardware configuration, etc.
Following up with users to ensure their satisfaction and closure of tickets
Support & installation of end user devices, typically including:
- Desktops, Laptops – Windows 10 & 11
- Imaging of Desktops/Laptops (Intune/Autopilot)
- Mobile Phone Management (Intune)
- Konica Printers – SafeQ & FollowMe Print
- Microsoft Office 365 Applications (Word, Excel, Outlook, Teams etc)
Creating and updating documentation and knowledge base articles
Collaborating and communicating with other support teams and IT staff
Keeping up to date with the latest technologies and best practices

Where you’ll work

Needham Road

Stowmarket

IP14 2AG

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

LIFETIME TRAINING GROUP 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