Digital Communications and IT Apprentice

Summary

The Managed Services Apprentice will work within a team of support professionals to learn how to deliver administrative and technical support to various public sector customers. You will deliver effective admin support and excellent customer service in delivery of fault resolution as part of Incident management.

Annual wage: £18,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday, 08:30 - 17:30.
37 hours a week
Possible start date: Friday 8 November
Duration: 1 year 3 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

Job roles & responsibilities once fully trained:

Communicate with users and evaluate technical support issues effectively and provide initial identification of faults.
Updating of asset information, spares and repairs through fault replacement, repair and the Incident lifecycle.
Maintaining Records for 3rd party suppliers, booking of replacements and spares used for incident resolution, on-site maintenance and track work across various equipment.
Assist in resolving basic faults and confirm fault details as part of incident investigation and resolution.
Update incidents using the Service management toolset and provide updates to the customer, engineers and managers on the status where required.
Have knowledge of skills and availability of engineers/technicians to allocate and dispatch engineers to progress and update Incidents effectively.
Provide service support and has an understanding in the delivery of Incident, Change and Configuration management.
Assist with scheduling of engineering support resources for delivery of contract services.

Where you’ll work

Canterbury Court

London

SW9 6DE

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

LIFETIME TRAINING GROUP 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