IT Support Apprentice

Summary

We are now looking to take on an enthusiastic and motivated IT Apprentice to join our IT team. You will gain experience of supporting clients who are experiencing any procedural or operating difficulty with IT applications, products or services. Reporting to the IT Manager you will gain experience of dealing with first line support requests.

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday, 8:30am to 5:30pm.
40 hours a week
Possible start date: Monday 25 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

When necessary, you will be escalating complex or high priority issues to second line support.

You will be working continuously on a task until completion (or referral to third parties, if appropriate)

Duties: [will include but not be limited:]

Efficiently, politely and accurately logging client telephone support requests into the call tracking system
Assisting with installing and configuring computer hardware operating systems and applications
Assisting with troubleshooting system problems and diagnosing and solving hardware/software faults
Assisting with providing IT support, as directed by Line Manager
Assisting with the roll-out of new applications
Assisting with setting up new users' accounts and profiles and dealing with password issues
Workshop repairs – assisting with repair, testing & delivery.
Following diagrams and written instructions to repair a fault or set up a system
Responding within agreed time limits to allocated support calls

Where you’ll work

36 HURRICANE WAY

NORWICH

NR6 6HU

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