IT Support Apprentice

Summary

You will based at an office site and be part of the wider IT support function. Support will be delivered both remotely and in-person across a range of our customers. Support will cover Cloud and Network technologies, and will cover both hardware and software disciplines.

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday (08:00 - 17:00).
37 hours a week
Possible start date: Wednesday 9 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

We are looking to recruit an IT Support Technician Apprentice who is a hardworking, organised individual with flexibility and a willingness to learn.

Your main roles and responsibilities will include:

Managing all incidents and IT support requests from receipt to resolution & closure
Helping resolve IT/technical incidents for a range of devices (PCs, laptops, tablets, printers/scanners and interactive boards, etc.)
Keeping accurate records of all site information using IT service management tools
Providing excellence customer service to end users, such as staff & students
Ensuring service level agreements are met
Promptly completing any admin paperwork/documentation.

Throughout the duration of the apprenticeship, you will receive training and accreditation through blended learning. This combines online technical training within a virtual classroom, as well as real-world and practical experience with your employer. The skills, knowledge, and experience you will gain whilst on the programme are invaluable, giving you the best possible start in your professional career within the IT industry.

Where you’ll work

Churchfields Business Centre

TN38 9AU

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