IT Support Apprentice

Velocity Academy

Birmingham, B1 1SB

Closes in 31 days (Friday 6 December at 11:59pm)

Posted on 4 November 2024

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Summary

Velocity Academy is recruiting on behalf of a business based in Birmingham looking for an IT Apprentice. Providing IT advice, guidance, and technical support to all customers (via various engagement channels). This is a fantastic opportunity for someone to join a growing company and start an IT career.

Annual wage
£15,000 a year

Minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday - Friday Between 9.00am and 5.00pm (Breaks to be confirmed)

37 hours a week

Possible start date

Monday 9 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

Your duties and responsibilities in this role will consist of:

  • Provide IT advice, guidance, and technical support to all customers (via various engagement channels) which includes O365, Teams, hardware, user devices and desktop applications, software/business applications, etc., using remote management tools where appropriate so that incidents are resolved in a timely manner
  • Provide excellent customer service as the first point of contact for all IT-related service requests
  • Strong communicator in providing detailed written responses to people’s requests, as well as clear articulate verbal responses when required
  • Ensure all incidents and service requests are accurately recorded and actioned, maintaining contact with customers throughout the process
  • Maintain service desk records, asset registers and a knowledge base, ensuring all data is recorded accurately following data recording requirements and is up to date
  • Act as a customer advocate, taking ownership and appropriate action regarding the enquiry, including investigation and prioritisation through to resolution, or where necessary passing to appropriate colleagues in other teams
  • Knowing the right time to escalate issues to avoid delays in resolution

Where you’ll work

Studio 4, Clarks Courtyard

145 Granville Street

Birmingham

B1 1SB

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

VELOCITY 1ST 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

    Velocity Apprenticeship training programmes are delivered virtually by our fully qualified and industry-experienced training team. Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.

    Throughout the apprenticeship, learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme. 

    Successful completion of this Apprenticeship gives you an accredited Level 3 Information communications technician, with training in how to: 

    • Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras
    • Address IT issues by prioritising in response to customer service level agreements
    • Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets
    • Support the roll out of upgrades or new systems or applications

    For a full list of programme modules visit: velocity-pt.co.uk

    Training and training location to be confirmed, further details will be made available at a later date.

    This standard aligns with the following professional recognition:

    • RITTech for 3

    Requirements

    Essential qualifications

    GCSE or equivalent in:

    • 5 GCSE's including English & 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
    • IT skills
    • Attention to detail
    • Organisation skills
    • Customer care skills
    • Problem solving skills
    • Presentation skills
    • Administrative skills
    • Number skills
    • Analytical skills
    • Logical
    • Team working
    • Creative
    • Initiative
    • Non judgemental
    • Patience

    About this company

    Velocity Academy are a post 16 private education institution that was incorporated in 2014. Velocity Academy initially started as a commercial training provider delivering health & fitness qualifications across the North of England. From our successful delivery of classroom and online based qualifications, Velocity Academy gained a rapid reputation of delivering service excellence to our students. Following this model, Velocity Academy is now a private college institution that delivers apprenticeship programmes from level 2 all the way up to degree level apprenticeships. We now boast a diverse portfolio of vocational learning programmes such as business management, administration, health and fitness and technology. Velocity Academy works with a range of businesses from micro SME’s to large corporate organisations, offering services such as apprenticeship recruitment, apprenticeship learning programmes and self-funded courses. Many of our learning programmes are delivered using our innovative course designs that include our award-winning online virtual classrooms. In addition to our digital style of programme delivery, we also offer tailored programmes to match the employer and students needs with our outstanding classroom based tuition. Over 1000 students study and qualify through our institution each year, building both soft and hard skills to help them develop as individuals and enhance the UK economy.

    After this apprenticeship

    • The role offers long term security and the opportunity to progress into a permanent position for the right candidate

    Ask a question

    The contact for this apprenticeship is:

    VELOCITY 1ST LIMITED

    Anya Whitaker-Keating

    anya@velocity-academy.co.uk

    07456413625

    The reference code for this apprenticeship is VAC1000285551.

    Apply now

    Closes in 31 days (Friday 6 December at 11:59pm)

    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.