IT Support Apprentice (HelpDesk Heroes)

HELPDESK HEROES LTD

London, SE1 4PG

Closes on Monday 21 October

Posted on 18 September 2024

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Summary

Candidates for this role must be comfortable dealing with people, both face-to-face and remotely using telephone and video/screen sharing. Given the nature of our business at HDH, we are looking for an enthusiastic, fast learner who has the ambition to develop their IT skills within many different areas.

Annual wage
£16,000 a year

Minimum wage rates (opens in new tab)

£16,000 – £23,000 dependent on experience.

Training course
Information communications technician (level 3)
Hours
Monday- Friday 9am- 5pm

35 hours a week

Possible start date

Monday 28 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

As an IT Support Apprentice, you’ll learn how to provide technical support via an IT helpdesk portal, in person, email and over the phone.

Your duties and responsibilities in this role will consist of:

  • 1st Line IT support and escalation
  • Tracking and routing problems and requests
  • Client management both face to face and via email and phone
  • Troubleshooting, configuring and assisting with various software packages for Windows, macOS and Linux
  • Assisting our remote specialists with hands-on tasks for local networks
  • Assisting with project planning and delivery
  • Assisting with new client acquisition and on-boarding

Where you’ll work

1 Long Lane

London

SE1 4PG

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

ESTIO 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
  • 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

    • Your training plan

    This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

    More training information

    Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

    Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

    Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

    • Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage
    • Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components
    • Prioritise systems support tasks and monitor and maintaining system performance
    • Maintain regulatory, legal and professional standards
    • Support the information systems needs for your business

    For a full list of programme modules visit: estio.co.uk/courses/information-communications-technician

    Requirements

    Essential qualifications

    GCSE in:

    • 5 GCSE's including English and Maths (grade A*-C/9-4 or equivalent)

    Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

    Skills

    • Communication skills
    • Good knowledge of technical IT
    • Troubleshooting skills
    • Resolving technical issues
    • High customer service skills
    • Can do attitude
    • Quick/keen learner
    • Driven to succeed

    Other requirements

    Must demonstrate a passion for IT through previous experience (can be personal or professional experience).

    About this company

    HelpDesk Heroes are a team of experienced technical specialists delivering professional, proactive and bespoke IT support to various industries and sectors. As part of our ongoing growth strategy, we have opened up the opportunity to expand our support team with an IT Support Engineer. This is a great opportunity for a driven, motivated and IT passionate individual to join an international support team working in multiple sectors.

    After this apprenticeship

    The role offers long term security and the opportunity to progress into a permanent position.

    Ask a question

    The contact for this apprenticeship is:

    ESTIO TRAINING LIMITED

    The reference code for this apprenticeship is VAC1000277625.

    Apply now

    Closes on Monday 21 October

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.