IT Support Apprentice

Summary

An exciting opportunity to join an experienced team and established business. The role will focus on providing second line desktop support on laptops, mobile and tablet devices and audio visual equipment. Problem and incident management, service improvement plans, along with deployment of new services/equipment.

Annual wage: £24,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Days and shifts to be confirmed.
40 hours a week
Possible start date: Monday 11 November
Duration: 1 Year 4 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

Provide second line support in relation to incidents and service requests, adhering to ITIL process
Participate in an on-call rota service to provide out of hours support where necessary
Supporting Microsoft Office products 2007 – 2016, Office 365
Working with Commercial Off The Shelf (COTS), bespoke developed systems and Software as a Service (SaaS)
Production and maintenance of technical and procedural documentation
Ensure that incidents and service requests are being correctly prioritized and resolved within SLA’s
Deployment of hardware and software
Execution of scheduled monitoring checks
Provide advice and resolution on the correct use of supported systems (either desk side or remotely)
Provide active directory and exchange administration
Mobile device administration
Travel to customer locations to support projects/deployments as required

Where you’ll work

The VHQ, Fleming Way, Crawley, West Sussex

RH10 9DF

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

QA 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