1st Line Support Engineer Apprentice (MBA Group Ltd)
MBA GROUP LIMITED
London, N17 0HW
Closes in 12 days (Thursday 5 December at 11:59pm)
Posted on 16 October 2024
Contents
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
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday - 09:00 to 17:30
37 hours a week
- Possible start date
-
Monday 16 December
- 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
- 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
More training information
Firebrand’s sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation. Options include pathways for Support Technician, Network Technician and Digital Communications Technician.
Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors.
Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship:
- Microsoft Certified Azure Fundamentals (AZ-900)
- CompTIA IT Fundamentals+
- Certiport IT Specialist Networking
- Microsoft Certified Azure Administrator Associate (AZ-104)
Key areas covered are:
Support Technician
- Maintenance or repair of systems faults
- Support for the roll-out of installation and commission of new systems or upgrades
Network Technician:
- Installation and commission of networks
- Maintenance or repair of network equipment
- Installation, configuration or maintenance task on either ICT related hardware or software
- Digital Communications Technician
- Installation and commission of telecoms networks
- Maintenance or repair of telecoms network equipment
- Installation, configuration or maintenance task on either ICT related hardware or software
Requirements
Essential qualifications
GCSE in:
- 5 GCSE's including English Language and Maths (grade (A*-C/9-4 or equivalent))
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
- Problem solving skills
- Ability to troubleshooting
- A positive can do attitude
- Enthusiastic
- Written communication skills
- Strong customer service skills
- Able to work on own initiative
- Time management skills
- Ability to work under pressure
Other requirements
Knowledge and some experience of the following would be preferred: • PC, Laptop, Tablet and Printer hardware • Desktop operating systems; windows 10 & Apple Mac • Microsoft Office 365 • VOIP telephony system • Mobile Device management system • Active Directory to the level of user management Would be an advantage to have knowledge: • Basic TCP/IP networking / Switching / Routing • Microsoft Server • Security standards such as ISO27001 and legislation such as GDPR
About this company
MBA Group Limited is a dynamic and innovative marketing solutions provider headquartered in Tottenham, North London. We specialise in helping businesses connect with their target audiences through creative and technology-driven marketing campaigns. With offices in Warrington and Central London also, we are committed to delivering exceptional service to our clients.
After this apprenticeship
This role offers the potential for a permanent position upon successful completion of the apprenticeship, contingent on performance.
Ask a question
The contact for this apprenticeship is:
FIREBRAND TRAINING LIMITED
Leia Knights
Leia.Knights@estio.co.uk
0113 3500 333
The reference code for this apprenticeship is VAC1000282544.
Apply now
Closes in 12 days (Thursday 5 December at 11:59pm)
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