IT Support Apprentice (Paterson Enterprises)

Summary

Reporting to the Group IT Manager, you will be providing IT support to the business users, working with the IT Support & Network Administrator and Group IT Manager to provide a high level of customer service to the business users.

Annual wage: £16,940 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Normal hours of work are 8.45am to 5.00pm, Monday to Friday with an unpaid break of 1 hour for lunch. However, there will be a requirement to work occasional evenings and weekends to provide out-of-hours IT maintenance and support.
36 hours a week
Possible start date: Monday 21 October
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

Provide proactive face-to-face, phone and email IT support to all users.
Ensure jobs are logged, diagnosed and resolved efficiently in line with business priorities, escalating issues where appropriate to the Group IT Manager.
Setting up of IT equipment including but not limited to desktops, laptops, tablets, mobile phones and peripheral devices.
Installing software and replacing hardware.
Assisting users to get the most out of their technology.
Managing user access to systems including access approval forms, creating and deleting of users, setting access permissions and administering passwords.
Rotate backup media in line with schedule set out by the Group IT Manager.
Report/Management of issues to 3rd party support/suppliers.
Assist with installation, configuration, upgrades and maintenance of business systems including operating systems, networks, applications, hardware and peripheral devices.
Produce and maintain concise procedures for IT system installations, configuration and maintenance.
Produce and maintain training materials and to provide user training where necessary.
Maintaining the IT equipment inventory accurately, ensuring everything is identified and recorded when acquired, moved or recycled.
Managing of software licenses ensuring the company is compliant at all times and that licenses are recorded accurately to assist with any software audits.
Wiping of hard drives from redundant equipment.
Organising the recycling of redundant IT equipment and toners.
Assist in managing the company antivirus software and patch management.
Perform routine PC health checks.
Uphold the principles of, and assist with, the monitoring of IT users compliance with the company IT policy.
Allocation of off the job learning each week to consolidate learning and experience and complete associated assignments with support from the IT team.

Where you’ll work

38-41 Castle Foregate

Shrewsbury

Shropshire

SY1 2EL

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