IT Support Desk Apprentice (Aztech IT Solutions)

Summary

Due to continued growth, our client are currently expanding the team and recruiting for an IT Support Desk Apprentice to join the Support Desk Team based in Milton Keynes. This is an excellent opportunity for someone who has a passion for technology and is keen to progress into a help desk support Role.

Annual wage

£14,000 a year

Minimum wage rates (opens in new tab)

Salary £14,000 - £16,000

Training course

Information communications technician (level 3)

Hours

Monday – Friday, 9.00am till 5.30pm.

37 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

Being a valued member of the in-house IT department, you will be trained in all aspects of IT. IT department does not outsource any support services, therefore the successful candidate will Provide Service Desk Support to clients via live chat, email and telephone

Your duties and responsibilities in this role will consist of:

Provide Service Desk Support to clients via live chat, email and telephone.
Log and update key information on the Company’s incident management system.
Work towards resolution of IT faults or required repairs on all support calls, escalating to second line support where needed.
Work within company Service Level Agreements.
Create support documentation for clients on new installations, systems and upgrades.
Liaise with third parties and customers to ensure service levels are met.

Where you’ll work

LINFORD WOOD BUSINESS PARK

LIBRA HOUSE

SUNRISE PARKWAY

LINFORD WOOD

MK14 6PH

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

FIREBRAND 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