IT Support Apprentice

Summary

Join our dynamic IT Support team as an IT Support Apprentice and gain hands-on experience working towards a Level 3 qualification in IT. This is a fantastic opportunity to develop your skills in a supportive environment, delivering crucial IT services across North Tyneside while working alongside industry professionals.

Annual wage: £16,895 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday, 7.45am - 5.00pm
37 hours a week
Possible start date: Friday 1 November
Duration: 1 year 3 months
Positions available: 2

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

First-Line Support: Respond to IT queries via telephone, email, or the self-service portal, providing timely and effective solutions to ensure customer satisfaction
Problem Solving: Diagnose and resolve IT issues while taking into account service levels, security, and the need for quality
User Assistance: Help users across all levels make the most effective use of IT services by investigating problems and providing practical advice
Security Management: Assist in managing email, internet, filtering, and corporate files from a security standpoint
Project Involvement: Participate in small-scale IT projects, contributing to all phases
IT Helpdesk & Desktop Support: Assist the ICT Helpdesk and Desktop Support Teams in daily operations, helping to resolve incidents and improve overall service
SLA Management: Identify and resolve incidents within agreed Service Level Agreements (SLAs), ensuring timely and efficient resolutions

Where you’ll work

16 The Silverlink North

Newcastle upon Tyne

Tyne and Wear

NE27 0BY

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

BALTIC TRAINING SERVICES 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