Apprentice Technical Support Engineer

PROBADO LTD

Slaithwaite, HD7 5JN

Closes in 30 days (Monday 4 November at 11:59pm)

Posted on 2 October 2024

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Summary

Estio Training is thrilled to offer a new opportunity for a Technical Support Engineer at Probado, based near Huddersfield.

Annual wage
Competitive

Minimum wage rates (opens in new tab)

Salary: £15,000 - £20,000 DOE

Training course
Information communications technician (level 3)
Hours
Monday to Friday, 9.00am to 5.00pm, with a 30 minute lunch break.

37 hours a week

Possible start date

Friday 8 November

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

  • Assist in providing first-line support to clients via phone, email, and remote access.
  • Troubleshoot and resolve basic IT issues related to desktops, servers, networks, and applications.
  • Escalate complex issues to senior engineers while learning advanced troubleshooting techniques.
  • Participate in the setup, configuration, and deployment of hardware and software for clients.
  • Monitor client systems and networks, responding to alerts and performing regular health checks.
  • Document and update tickets in the service desk system, ensuring accurate tracking of all incidents and resolutions.
  • Help maintain and manage client backups, security software, and updates.
  • Learn and develop proficiency with various tools and platforms used by the MSP (e.g., RMM, ticketing systems, etc.).
  • Assist with project work such as migrations, network installations, and system upgrades.
  • Provide excellent customer service and maintain strong relationships with clients.

Where you’ll work

4th Floor Globe Mill

Bridge St

Slaithwaite

HD7 5JN

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

    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.

    Requirements

    Essential qualifications

    GCSE in:

    • English and Maths (grade 4 or above)

    Desirable qualifications

    BTEC in:

    • IT (grade Pass or above)

    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

    • IT skills
    • Attention to detail
    • Customer care skills
    • Problem solving skills
    • Logical
    • Team working

    About this company

    Probado was formed in West Yorkshire in 2007 by Martin Jones and Gordon Maclean, who both have long standing IT careers. The goal was to create an ICT Services company with a difference. Since then, Probado has established itself as a trusted advisor to charities, local businesses and clients in the legal sector by delivering bespoke services packages.

    After this apprenticeship

    • Potential for to progress in the company

    Ask a question

    The contact for this apprenticeship is:

    ESTIO TRAINING LIMITED

    Nathaniel Hamilton

    nathaniel.hamilton@estio.co.uk

    The reference code for this apprenticeship is VAC1000280261.

    Apply now

    Closes in 30 days (Monday 4 November at 11:59pm)

    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.