IT Support Apprentice

Summary

You will be working alongside the team of currently, 9 support staff. Taking support tickets from customers, communicating with the users, listening, and resolving their issues by remote access via their RMM and ticketing system.

Annual wage: £17,992 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday 08:45 - 18:00
40 hours a week
Possible start date: Tuesday 29 October
Duration: 1 Year 3 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 part of our dynamic technical support team, you will collaborate with experienced colleagues to respond to IT incidents reported by customers, ensuring timely and effective solutions to their technical issues. This is a customer-facing role, where you will be at the forefront of maintaining and enhancing customer satisfaction through excellent communication and problem-solving skills. No two days will be the same, as you will encounter a variety of IT challenges, ranging from simple fixes to more complex technical issues.

You will thrive in our fast-paced and busy IT support desk environment, making it an ideal opportunity for individuals eager to begin their careers in IT. You will play a crucial role in diagnosing and resolving incidents related to software, hardware, network infrastructure, and cloud technologies. In addition to troubleshooting, you will be responsible for documenting solutions, escalating issues where necessary, and ensuring a smooth experience for our customers.

Key Responsibilities:

Respond to customer-reported IT incidents via phone, email, or support tickets
Troubleshoot and resolve issues related to software, hardware, network, and cloud systems
Work alongside internal teams to escalate and resolve complex issues
Provide clear, empathetic communication and technical guidance to non-technical customers
Document technical issues and solutions in a ticketing system
Continuously improve your technical knowledge and skills through on-the-job learning
Contribute to the overall improvement of IT support processes and customer service quality

Where you’ll work

Unit 12

CM23 5NZ

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

LIFETIME TRAINING GROUP 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