L3 ICT Support Technician Apprentice – Rowlinson Group Limited – CW5 6BN - £16k – Find an apprenticeship

Summary

You will be part of a small team, reporting to the IT Support Manager, providing support to users, and assisting in the running and development of the IT infrastructure.

Annual wage: £16,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Thursday, 08:30 to 16:40. Friday, 08:30 to 15:55.
36 hours a week
Possible start date: Monday 11 November
Duration: 1 Year 9 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

This is a full-time post, working Monday to Thursday, 08:30 to 16:40 and Friday, 08:30 to 15:55 in the IT Department with a forty-minute break for lunch. One day of the week will be allocated to apprenticeship training and additional training will be provided as appropriate during the week.

There may be occasions where you are required to work outside these times to meet the requirements of the group.

Job role:

You will be part of a small team, reporting to the IT Support Manager, providing support to users, and assisting in the running and development of the IT infrastructure.

You will be based in our Wardle office supporting local and remote users, located at home or at one of the company sites in the UK. On occasion you may need to travel to these locations.

This role leads to a full-time job after the apprenticeship completes.

Main duties:

Provide first-call support for our users, ensuring all issues are logged. Issues are then resolved or escalated to the IT Support Manager or a third party.
You will work on a range of projects including upgrading, installing, configuring, or decommissioning infrastructure technology.
A full driving license and own transport is recommended due to the location of the site. Accessing infrastructure equipment may require you to work at height.

The apprentice will gain exposure to the following systems at Rowlinson:

Hardware:

Desktops
Laptops
Mobile phones
Printers
Networking equipment
Rack-mounted server hardware

Software:

Microsoft Office
FreshService Ticket System
Microsoft Teams
Cloud-based telephone system
Windows desktop
SharePoint
Windows server
Hyper-V
Sage X3
Exchange On-Line
MS SQL
Bespoke software (written in-house by our full-stack development team).

Where you’ll work

Group Offices Green Lane Wardle

Nantwich

CW5 6BN

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

TECHNICAL PROFESSIONALS 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