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 20 January
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
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

Your training plan

Why choose our Azure Cloud Support Specialist apprenticeship?
The new Microsoft Azure Cloud Support Specialist Level 3 programme has been designed in partnership with Microsoft to build Azure cloud capabilities in your organisation.

This new Microsoft apprenticeship is part of QA's drive to support Microsoft’s Get On 2021 campaign, a five-year initiative to help 1.5 million people build careers in technology and help 300,000 connect to tech job opportunities.

QA’s Azure Cloud Support Specialist Level 3 apprenticeship programme enables the apprentice to:

Learn on-premise and cloud-enabled technologies and services
Learn technical content that aligns to and is relevant to employers and the market
Gain an Azure Fundamentals Qualification and a Microsoft 365 fundamentals qualification
Get an introduction to Windows, Linux and Powershell

Requirements

Essential qualifications

GCSE in:

any subject -- x3 (grade 4+ (A-C))
English (grade 3+ (D or above))
Maths (grade 3+ (D or above))

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Problem solving skills
Analytical skills
Team working
Non judgemental

About this company

InTouch Systems is the region’s premier I.T. solutions provider. Based in Norwich for over 20 years. We have comprehensive expertise of complex I.T. systems for commercial, governmental and educational organisations. We are customer focused, offering tailor-made features, such as flexible options for in-house and/or external support services. Our customer base ranges from individuals requiring broadband services through to large commercial organisations requiring a range of network and business IT services.

After this apprenticeship

90% of QA Apprentices secure permanent employment after finishing their apprenticeship: this is 20% higher than the national average.

Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

Benefits:

Company events
Employee discount scheme
Free on-site parking
Transport links
Company pension

Ask a question

The contact for this apprenticeship is:

QA LIMITED

The reference code for this apprenticeship is VAC1000281937.

Apply now

Closes in 15 days (Friday 10 January)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

After signing in, you’ll apply for this apprenticeship on the company's website.

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