1st Line IT Support Engineer Apprentice

Summary

Provide 1st Line IT Support on Desktop and Application services to the GAP Group of companies.

Annual wage: £16,770 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday 9am to 5pm
37 hours a week
Possible start date: Sunday 20 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

Job Role

Being the first point of contact for internal staff seeking technical assistance via Phone or our Helpdesk Portal
Qualifying and Documenting incidents logged
Working from a Helpdesk System (FreshService) to resolve tickets, ensuring SLA’s and KPIs are met
Providing general end user desktop support on Desktops, Laptops, IP Phones, Headsets, Monitors, Tills etc.
Providing 1st Time Fixes on known issues
Troubleshooting issues without known fixes
Escalating to 2nd Line where required
Provide Support for users working on site and from home
Provide remote support for users at Depots across the UK
Ensuring all Stock is on the Asset management system, and maintaining the assets

The Candidate

Excellent Call handling Skills
People Person – working with a variety of different people
Good Email Communication skills
Ability to accurately capture information
Good Problem-Solving Skills
Understanding of basic Networking

Required Technologies

Good Understanding of Windows 10+
Good Understanding of Office 365 applications
Basic Understanding of Networking Fundamentals
Ability to do basic troubleshooting

Where you’ll work

Partnership Way

Shadsworth Business Park

Blackburn

Lancashire

BB1 2QP

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