Information Communications Technician Apprentice

Summary

As a Junior IT Technician, you'll provide first-line technical support to internal staff and external customers, helping diagnose and resolve IT issues while maintaining high customer service standards. You'll assist with hardware and software setups, manage support tickets, and collaborate with the IT team to solve more complex problems.

Annual wage

£18,500 a year

Minimum wage rates (opens in new tab)

Additional annual bonus

Training course

Information communications technician (level 3)

Hours

Monday - Thursday 8.30am - 5.00pm and Friday 8.30am - 4.00pm.

37 hours a week

Possible start date

Monday 7 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 first-line technical support via our Zendesk helpdesk, diagnosing and resolving IT issues
Escalate complex issues to the relevant IT team members
Assist with the setup, configuration, and maintenance of hardware and software, including desktops, laptops, and printers
Work closely with 2nd and 3rd line support teams, contributing to knowledge sharing and overall service improvements
Take responsibility for updating the asset register, ensuring all IT equipment movements are accurately recorded
Provide Office 365 support, managing user accounts and troubleshooting issues to optimise usage
Stay current with emerging technologies and continuously improve your skill set to enhance IT services
Participate in IT projects, audits, and emergency support as required

Where you’ll work

BALMORAL RD

OFF MOSS LANE

ALTRINCHAM

CHESHIRE

WA15 8HJ

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

THE TRAFFORD AND STOCKPORT COLLEGE GROUP

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