L3 ICT Support Technician Apprentice – UK Plumbing Supplies – Stockton Heath WA4 6HL – £18-20k – Find an apprenticeship

Summary

To assist with the support and administration of Company systems within UK Plumbing Supplies Limited (UKPS). This role within the Business Systems Support team of UKPS, involves the co-ordinating and supporting all the support activities that the team perform for the multiple businesses.

Annual wage: £18,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday, 9.00am - 5.00pm. The apprentice will be required to work one Saturday every 8 - 12 weeks.
37 hours a week
Possible start date: Tuesday 22 October
Duration: 1 Year 9 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 responsibilities:

Process incoming calls/emails in accordance with defined processes and priorities at agreed service levels. To identify issues, provide and advise suitable solutions and actions.
Accurate logging and record keeping of all issues and queries in the UKPS IT Service Management Software.
Escalation and management of issues to 3rd Party vendors ensuring all parties are regularly updated on progress.
To provide support to the companies’ desktop solutions and management of active directory, user maintenance processes and Microsoft Office products.
Liaising with the Operational Support team as required to facilitate onsite systems and support activities.
To assist with User Acceptance Testing of systems enhancements, patches and bug-fixes.
To assist with the management and record keeping of all IT assets including hardware and software licensing.
Installation and configuration of systems applications when necessary and with third parties.
To assist other team members in testing, troubleshooting and diagnosing problems.
Ensure ‘best practice’ systems procedures are followed and adhered to.
Within a culture of continuous improvement, assist with the development and effective operation of the department by recommending new/different working practices and processes.
Assist the Business Systems Team with the planning of systems training courses, training material etc.
Assist the Business Systems Team during the integration process of new Profit Centres.
Assist the Business Systems Team during the acquisition process of new companies.
To assist at whatever level necessary to compliment and improve the running of the team.

The main scope of the job will be to:

To primarily be based in the Stockton Heath Service Centre.
To improve the efficiency and effective nature of the department.
To ensure the wellbeing and morale of colleagues within team.
To assist at whatever level necessary to compliment and improve the running of the team

Essential skills and characteristics

IT skills
Organisational skills
Problem-solving skills
Verbal and written communication
Willingness to learn
Proactive approach
Ability to work independently and as part of a team

Where you’ll work

Quayside 2a Wilderspool Park

Greenalls Avenue

Stockton Heath

Cheshire

WA4 6HL

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

TECHNICAL PROFESSIONALS 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