1st Line Support Engineer Apprentice (MBA Group Ltd)

Summary

The successful candidate will have the opportunity to work within a supportive environment to develop their IT skill set. They will be responsible for assisting with 1st/2nd line helpdesk requests and device builds, providing support to onsite / offsite staff, on premise & Cloud infrastructure and solutions.

Annual wage: £20,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday - 09:00 to 17:30
37 hours a week
Possible start date: Monday 25 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

The IT Support Analyst’s role is to work as part of the IT Service Desk team spread across multiple sites, dedicated to delivering an outstanding IT service to the group, ensuring the streamlined operation of the IT Services.

Providing desktop, remote and infrastructure support via the ServiceDesk ticketing system, to 400+ users working across multiple sites

Ensure that incidents reported to the service desk are categorised and then resolved as efficiently as possible. Support is provided primarily through remote desktop tools or physical attendance, should the need arise.

Your duties and responsibilities in this role will consist of:

As a First Line Support Engineer, you will:

To be responsible for support of all MBA staff in their use of MBA IT systems. Including PCs, laptops, and mobile phones.
Respond to user software or hardware queries via email or phone.
Responsible for handling support of service requests which relate to all technology including workstations, servers, printers, networks, and vendor specific hardware and software.
To take ownership of support calls; diagnose the cause, identify the required solution, and communicate progress to the staff member involved. To accurately record the progress and solution of each call.
To escalate complex problems to senior IT staff, as required and communicate effective information about the problem.
To manage user accounts in Active Directory, including creation, deletion, and management of user access to server resources
To assist senior IT staff in projects and rollouts of new systems. This may include occasional, scheduled, out of hours work.
To comply with MBA security policies and procedures as a priority of all work undertaken. To have the ability to explain to staff members, of any level, why some requested actions are not permitted.
To create documentation of systems as required, so they are easily understood by other technical staff.
To ensure MBA stay fully compliant with software licencing.
To be willing to participate in training and skills development both formerly and on an on-the-job basis.
To occasionally assist MBA clients directly with questions about access to MBA systems.

Where you’ll work

Mba House Garman Road

London

N17 0HW

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

FIREBRAND 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