IT Support Apprentice

Summary

You will be responsible for providing technical support for Enable Technology's Managed Service customers with the aim of fixing all incidents or escalating to the Senior Engineering team if required. You will also be required to perform a variety of proactive tasks which will help maximize the customer's up-time, perform root-cause analysis.

Annual wage

£18,000 a year

Minimum wage rates (opens in new tab)

£18,000-£20,000

Training course

Information communications technician (level 3)

Hours

Monday to Friday. Shifts to be confirmed during interview.

37 hours a week

Possible start date

Thursday 10 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

Dealing with incoming incidents in a professional, courteous manner over the phone and via e-mail
Take ownership of incidents and manage them in a logical and methodical manner
Taking responsibility for the end-to-end management of incidents in your queue
Proactively keeping the customer informed of progress
Accurately log incidents by categorising and prioritising them in line with service operations procedures
Conduct full and thorough diagnostics with end-users to enable first point of contact fault resolution
Monitor the status and progress using the provided incident logging system for assigned incidents and workflow tasks

We are looking for someone who:

Has a natural aptitude for troubleshooting and problem-solving.
Embraces continual change and process improvement
Can express ideas and information clearly and concisely
Plans and manages own workflow on a daily basis to ensure the achievement of KPIs
Demonstrates a passion for customers and delivering service excellence

Proactively keeps up to date with technologies supported by Enable, including:

Firewalls
Network routing and switching
Office 365
Enterprise Mobility & Security including Intune and Azure AD
Wireless Networking
Azure
Active Directory
Exchange and Exchange Online
Teams
SharePoint
Anti-Virus technologies including Bitdefender

If you think you have what it takes to become part of Team Enable then don't hesitate to apply!

Where you’ll work

The Auction House

Glenhaven Avenue

Borehamwood

WD6 1AY

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

JUST IT 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