IT Technician Apprentice (Levett Consultancy)

Summary

An exciting opportunity to join Levett Consultancy as a IT Technician Apprentice. The successful candidate will provide 1st line technical support in line with the ITIL methodology and company support service definitions ensuring all tickets are recorded within the service desk along with the time taken to resolve.

Annual wage: £19,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday (shifts to be confirmed)
35 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

Your responsibilities would include:

Provide 1st line technical support in line with the ITIL methodology and company support service definitions ensuring all tickets are recorded within the service desk along with the time taken to resolve
Be a team player by creating or updating knowledge base articles for tickets you have resolved to help colleagues who may encounter similar incidents or problems in future ensuring excellent team work
When contacted by a customer, act as the first point of contact for the technical support request using both written and oral communication are documented within the associated service desk ticket ensuring excellent customer service
Respond to support requests from your line manager or delegated customer account, recording detailed diagnostic information and using appropriate knowledge bases, logs or othertools provided by the company to allow for an informed diagnosis
Undertake resolution activities based on the informed diagnosis of the support ticket, ensuring the ticket is promptly resolved or escalated to the appropriate internal resource whilst ensuring excellent communication with lead customer contact
Communicate effectively with colleagues, customers and 3rd parties using both written and oral communication skills
Establish a good working relationship with colleagues, customers and 3rd parties
Maintain assigned contracted customers' IT systems for safe, effective use by all end users
Maintain service continuity by documenting any changes to the customer IT systems within the designated client Change Management Database (CMDB)
Undertake the scheduled proactive management of the customer IT systems ensuring any issues found are recorded and promptly resolved or escalated to the appropriate internal resource whilst ensuring excellent communication with lead customer contact
Follow the agreed maintenance schedules for your assigned contracted customers; manage the efficient implementation of backup including data restoration, virus protection, security procedures and data protection policies
Assist the PMO in the delivery of a project as directed by your line manager, ensuring all tasks are completed against agreed quality assurance procedures and correct governance is applied
Under the direction of your line manager when requested provide accurate and informative advice and guidance to customers to ensure that they are able to gain the full benefit from any investment in Levett Consultancy services and solutions
Under the direction of your line manager when requested, provide product training to staff or customers, ensuring positive and productive outcomes for recommended products and solutions
Identify and record new leads or products for Levett Consultancy by informing the Business Support Team
Install and configure end user client device hardware operating systems and applications as directed by your line manager
Troubleshoot systems and network incidents, diagnosing and solving hardware, software or cloud platform issues; where an issue cannot be resolved at 1st line, ensure the incident is escalated to the appropriate 2nd line team member
Replace IT hardware parts as directed by your line manager
Follow company process diagrams and written instructions to resolve logged tickets
Support the roll-out of new applications or systems as directed by your line manager
Work continuously on a task until completion (or referral to an escalation point or third party, as appropriate)
Prioritise and manage all of your assigned open tickets ensuring excellent communication with the customer
Keep computer systems and hardware infrastructure areas clean and tidy ensuring a dust free environment

Where you’ll work

Essex Technology and Innovation Centre

Fyfield Road, The Gables

Ongar

CM5 0GA

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