IT SUPPORT TECHNICIAN APPRENTICE

Summary

Transputec Limited have a fantastic opportunity for an IT Support Technician Apprentice to join their company. To provide initial point of contact and support to customers, assisting them with IT hardware and software problems via phone, email or remote assistance.

Annual wage: £18,000 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: Monday 14 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

Key Accountabilities:

To provide technical support; answering support queries via phone, email & self service
Supporting users via remote assistance, providing a high level of resolution at first contact
To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
To take ownership of user Incidents and be proactive when dealing with user issues
To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
Respond to requests from users and help them resolve hardware or software requirements
Support users in the use of IT equipment by providing necessary guidance and advice
To escalate more complex calls having captured all relevant information in the ticket
To work with 3rd party technical support where incidents or requests require
To highlight trends and major incidents to 1st line team leader immediately

Measures:

Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis
Maintain an acceptable level of service to the customers and business
Meeting SLA’s as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc.)
Consistent and reliable service delivered against all types of incidents & service requests
To correctly categorise incidents and set applicable priorities by impact vs severity
Consistent approach to all service desk calls
Ability to escalate complex service issues
To maintain and deliver IT knowledge and process documentation where required

Personal specification:

Skills:

Excellent telephone & customer service manner
Good understanding of IT hardware set-up and configuration
Focused on quality
Good customer service skills
Self-motivated
Excellent interpersonal skills
Good organisational skills to ensure that company processes and procedures are put in place

Where you’ll work

TRANSPUTEC HOUSE

19 HEATHER PARK DRIVE

WEMBLEY

HA0 1SS

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