Technical Support Technician Apprentice

Summary

As a leading supplier of software to the retail and wholesale sector, we are seeking a Technical Service Support Technician to provide carry out day to day tasks and to assist end-users by diagnosing, troubleshooting and resolving hardware, software and network related issues.

Annual wage: £14,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Mon to Fri, 9am to 5:30pm
37 hours a week
Possible start date: Tuesday 14 January
Duration: 1 year 4 months
Positions available: 2

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

Provide first and second-line IT support to end-users.
Assist with the installation, configuration, and maintenance of IT equipment and software.
Monitor and respond to service desk tickets, ensuring timely resolution of technical issues.
Troubleshoot and diagnose problems, offering effective solutions and escalating when necessary.
Support their IT team in various projects, contributing to the planning and implementation of IT systems.
Conduct regular system checks, patching and preventive maintenance to ensure optimal performance.
Responsibility for maintaining and managing the company’s data backup systems.

Where you’ll work

BCP HOUSE

151 CHARLES STREET

STOCKPORT

SK1 3JY

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

NOWSKILLS 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

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.

Requirements

Essential qualifications

GCSE in:

English (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
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Team working
Initiative

About this company

Our Accord system provides end-to-end supply chain solutions to help you manage your business more effectively, from buying and warehouse management through to finance and reporting. It can integrate with end-to-end Voice and RF warehouse systems which will transform your business into a real-time, paperless operation. As a result, you can reduce costs, improve accuracy and increase productivity throughout your supply chain. But it’s not just the technology that’s important. We have been developing Wholesale Distribution Software for over 40 years to help businesses, like you, achieve their long-term ambitions. In that time we have gained significant insights about the challenges you face and we have integrated this knowledge throughout Accord. The result? A carefully developed system that solves a range of issues throughout the supply chain. It is designed to be flexible, so you can change and adapt it as your needs expand.

After this apprenticeship

The successful candidate may be offered full-time employment and the chance to progress to a higher-level apprenticeship or position in the IT team.

Ask a question

The contact for this apprenticeship is:

NOWSKILLS LIMITED

The reference code for this apprenticeship is VAC1000288160.

Apply now

Closes in 15 days (Wednesday 11 December)

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After signing in, you’ll apply for this apprenticeship on the company's website.

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