IT Support Apprenticeship

Summary

Join Howard Tenens, a leader in sustainable logistics solutions, as an IT Support Technician Apprentice! This is your chance to gain hands-on experience, learn from industry experts, and work towards a well-recognized qualification in IT while supporting cutting-edge technology systems that power logistics for major clients.

Annual wage

£16,547 a year

Minimum wage rates (opens in new tab)

£16,546 to £23,797 per annum

Training course

Information communications technician (level 3)

Hours

Monday to Friday 8:30am to 5:30pm

40 hours a week

Possible start date

Monday 2 December

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

Single Point of Contact for IT Support: Act as the first line of response for IT incidents and service requests, handling queries via telephone, email, and ITSM systems
Troubleshooting and Problem-Solving: Diagnose and resolve hardware and software issues across End User Computing, Networks, and Applications, escalating when necessary to ensure swift resolution
Maintain Systems & Security: Install, configure, maintain, and support various IT systems while ensuring they meet our high security standards
Client Support & Vendor Liaison: Work with external vendors to resolve issues and establish strong relationships with colleagues and customers
Network Monitoring: Use operational tools to monitor and maintain networks to agreed service levels
Document & Improve Processes: Contribute to our knowledge base by maintaining documentation and helping refine processes for continuous improvement
UK-Wide Support: Get involved in maintaining systems at other sites across the UK, gaining exposure to a wide range of IT functions
Customer Service: Provide excellent, proactive customer service to ensure our clients’ needs are met and expectations are exceeded

Where you’ll work

Radway Road

Swindon

SN3 4ND

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

BALTIC TRAINING SERVICES 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