Service Desk Engineer Apprentice

Next2IT

UK, ST18 0FX

Closes in 11 days (Tuesday 8 October)

Posted on 24 September 2024

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Summary

Are you looking to build a long-term career in ICT? Then look no further! Start your career today with a level 3 ICT apprenticeship with Next2IT and Kaplan. You will be gaining valuable workplace experience whilst working towards the qualification.

Annual wage
£15,000 a year

Minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
42 hours

42 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

Service Desk Engineers are a pivotal part of the experience our customers have with us. By delivering effective technical support and ensuring customer satisfaction, this position involves troubleshooting and resolving technical issues and occasionally working from client sites to better comprehend their operations and challenges.

  • Respond to and resolve complex technical issues for our customers for both end users and in the cloud.
  • Monitor and manage ticket queues, ensuring SLAs are met.
  • Act as a liaison between customers and other support teams to facilitate issue resolution.
  • Assist in the development and implementation of service desk policies and procedures.
  • Provide technical assistance and training to end users.
  • Contribute to maintenance activities to minimise downtime and impact to clients.
  • Document resolution procedures and update the knowledge base.
  • Occasionally perform on-site support activities as required.

Where you’ll work

Darwin House, Lakhpur Court, Dyson Way

Stafford

UK

ST18 0FX

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

KAPLAN FINANCIAL 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

    Information Communications Technician Apprenticeship Level 3

    The ICT apprenticeship will enable you to provide quality support to internal or external customers and troubleshoot system issues to keep your organisation running at all times.

    This apprenticeship has two routes:

    The Support Technician role is based around resolving system user queries and faults in a helpdesk environment. Support Technicians rectify or escalate faults rapidly to reduce the impact to their customer.

    The Network Technician role is usually desk based but may involve visits to client's premises to resolve issues. Network Technicians may be installing networked IT systems, including cabling and hardware, or cloud services to support expansion and better network services.

    Our Information Communications Technician apprenticeship programme integrates six modules of technical training with work-based projects. This ensures that learning and skills are directly applied to the apprentice’s role, and maximises the time used as part of off-the-job training.

    The modules include:

    • Networking Essentials
    • Cloud Services
    • Mobile and Operating Systems
    • Technology and Business
    • Scripting and Automation
    • EPA Readiness Training

    For each module, learners benefit from attending small, scheduled Live Online classes taught by a subject matter specialist, combined with additional online learning that can be completed at their own pace. Each of our live classes are interactive and involve lots of practical discussion, giving learners quality time both with tutors and industry peers to spark new ideas and get new perspectives. Learners get practical lab time to hone their skills and learn from each other, as well as their tutor.

    An apprenticeship has to be relevant to the job you are undertaking and you must dedicate time to off the job training, as well as completing knowledge, skills and behaviours associated with your apprenticeship.

    Requirements

    Essential qualifications

    GCSE or equivalent in:

    • Maths (grade 9/A* - 4/C)
    • English (grade 9/A* - 4/C)

    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
    • IT skills
    • Attention to detail
    • Organisation skills
    • Customer care skills
    • Problem solving skills
    • Presentation skills
    • Administrative skills

    Other requirements

    Holiday: 20 days + Bank holidays, Pension 3% employee + 5% employer Parking available on-site. Short taxi from Stafford train station.

    About this company

    We're a self-funded group which started on its' journey in 2020 with Next2IT.We've roughly doubled year-on-year since inception to now focusing on growing into a leading supplier in the industry, and started a software company along the way.

    After this apprenticeship

    • Clear career progression from apprenticeship to third line support engineers. Software & Automation divisions provide cross-skilling opportunities, and our transformation division provides opportunities to do on-site work, networking specialisms, etc..

    Ask a question

    The contact for this apprenticeship is:

    KAPLAN FINANCIAL LIMITED

    The reference code for this apprenticeship is VAC1000278671.

    Apply now

    Closes in 11 days (Tuesday 8 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.

    After signing in, you’ll apply for this apprenticeship on the company's website.