L3 IT Support Apprentice

Summary

We have an opportunity for a confident, proactive and customer focused Technical Support Apprentice within our team. Our support desk is a crucial element of our business so our ideal appointment will be a great communicator, have an eye for detail and a natural interest in tech, and helping clients with any queries they may have.

Annual wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday 8am to 5pm.
37 hours a week
Possible start date: Monday 9 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

· Technical helpdesk support to our clients, via phone and email, on our proprietary website Content Management System (CMS)

· Supporting the wider team on technical queries

· Respond to user queries and provide technical support

· Identifying potential sales opportunities within client interactions, and escalating to technical sales expert

· Troubleshoot and resolve IT issues

· Setup and configuration of IP based equipment for future installation

· Maintain and update hardware and software databases

· Ensure all systems are running at optimal capacity

· Perform routine maintenance on software and hardware

Where you’ll work

Derwent House

26 Breakfield

Coulsdon

CR5 2HS

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 IT Support Technician qualification, 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 prioritizing 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: https://velocity-pt.co.uk/

Requirements

Essential qualifications

GCSE in:

English & Maths (grade Minimum 4)

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

We offer bespoke fire, security and audio-visual (AV) solutions for both domestic and commercial customers, seamlessly combining cutting-edge technology with enhanced usability without compromising aesthetics. J-Tech’s main differentiating factor is our ability to manage your fire and security requirements holistically, offering a comprehensive one-stop package including an extensive plan encompassing all areas of fire and security protection, installation and maintenance. We appoint a single point of contact for each customer and schedule service calls to ensure your systems are always compliant with the latest regulations. In addition, we offer remote support and cloud reporting. This means that we are often able to proactively identify, diagnose and resolve a problem before you are even aware one exists. We’re experts at delivering and commissioning projects of all sizes, and our project management is what really sets us apart from the competition. We provide extensive documentation, cable schedules and working drawings and can take control of the whole project or work alongside existing electrical contractors keen to partner with a specialist. We are able to work effectively in either capacity.

Company benefits

24 Days holiday and Bank Holidays (8) Your birthday off Private health scheme Focus on CPD with one company wide training per quarter

After this apprenticeship

The role offers long term security and the opportunity to progress into a permanent position working at the forefront of technological developments.

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 VAC1000285879.

Apply now

Closes in 9 days (Friday 6 December at 11:59pm)

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