IT Technical Support Apprentice J3392

SOUTH WEST APPRENTICESHIP COMPANY LTD

Gloucester, GL2 2AT

Closes in 15 days (Sunday 24 November at 11:59pm)

Posted on 7 November 2024

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Summary

We have a fantastic opportunity for an apprentice to join a growing IT Technical Support/Customer Service team. You'll provide technical support, troubleshoot issues and help clients understand our software systems. Ideal candidates are computer literate, organised, strong communicators and enthusiastic about IT.

Annual wage
£14,560 a year

Minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday - Friday, 9.00am - 5.00pm with 1 hour unpaid lunch.

35 hours a week

Possible start date

Monday 13 January

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

  • Being the first point of contact for any external customers or clients
  • Providing technical support in relation to IT and software systems
  • Troubleshooting based on client queries
  • Developing business knowledge and understanding the software used
  • Explaining use of systems to clients and responding to enquiries in a fast and efficient manner

Where you’ll work

Kestrel Court

Waterwells Drive, Waterwells Business Park, Quedgeley

Gloucester

GL2 2AT

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

GLOUCESTERSHIRE COLLEGE

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

    This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

    More training information

    The Information Communications Technician Level 3 Apprenticeship will involve the below:

    • You will be assessed against a set of Skills, Knowledge and Behaviours that have been developed by the industry
    • You will produce portfolio reports to evidence your development and progress throughout the apprenticeship. These will help you to prepare for your Endpoint assessment and synoptic project
    • Training is usually delivered by assessors in the workplace - with the exception of the endpoint assessment, which will be at a given location
    • The apprenticeship covers core occupation skills for technical support to customers, ICT systems problem diagnosis, security policies, testing methodologies, fault escalation procedures and audit trails and more. The programme requires the apprentices to specialise in one of these options: Support Technician, Network Technician or Digital Communications Technician
    • This apprenticeship standard leads to the Level 3 Information Communications Technician award. Candidates on this apprenticeship will specialise in the Support Technician route

    Assessment Overview:

    The end point assessment includes an assessment of all the requirements of the standard, including, competencies, knowledge and behaviours. It takes place in the final few months of the apprenticeship, using two assessment methods of:

    • Professional discussion underpinned by portfolio
    • Project report with questioning

    Requirements

    Essential qualifications

    GCSE in:

    • English (grade 4)
    • IT (grade 4)
    • Maths (grade 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
    • Organisation skills
    • Reliability
    • Enthusiastic

    Other requirements

    The business can be high pressure and at times extremely busy.

    About this company

    As an apprentice, South West Apprenticeship Company Limited, the Flexi Job Agency (FJA) will employ the successful candidate on behalf of this employer. 99% of our apprentices gain full-time employment with their host organisation after completing their apprenticeship or they have progressed onto higher qualifications. The experience and knowledge you gain, plus the relationships you develop, make it easier to progress quickly.

    http://www.theswac.org.uk (opens in new tab)

    After this apprenticeship

    • Full time job/Wage increase/Further training on successful completion

    Ask a question

    The contact for this apprenticeship is:

    GLOUCESTERSHIRE COLLEGE

    The reference code for this apprenticeship is VAC1000286422.

    Apply now

    Closes in 15 days (Sunday 24 November 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.