IT Support Engineer Apprentice

Summary

If you are looking for a varied role involving IT with a real potential to further progress your career with realistic prospects this could be the ideal opportunity for you. The role will involve aid in supporting all aspects of the IT service assisting other teams where required.

Annual wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Mon - Thu 09:00 – 17:30, Fri 09:00 - 17:00
37 hours 30 minutes a week
Possible start date: Monday 24 February
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

Main responsibilities:

Provide first line IT support (Fix) to end users.
Interpret customer requirements and provide advice and support on potential solutions to resolve (Fix) IT related issues as they arise.
Plan and support the delivery of agreed work programmes.
To assist in the provision of an effective support desk service across the organisation.
To receive and record all calls from customers and deal directly with requests and complaints and escalate problems in accordance with established procedures.
Ensure users are informed on status and progress of incidents logged with the service desk and ensure that routine tasks needed to meet user requirements are undertaken correctly and on time.
To liaise with the relevant technical teams as required ensuring calls from customers are escalated as appropriate in accordance with service level agreements.
Physical repair of I.T Equipment e.g. memory or hard drive replacement.
You may be required to attend clients premises on occasion.

Where you’ll work

17 UNION STREET

CANNOCK

WS11 0BY

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

SOUTH STAFFORDSHIRE 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

Information Communications Technician Level 3
Functional Skills in maths and English up to Level 2 (if required)

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade C/4 or above)
Maths (grade C/4 or above)

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
Analytical skills
Team working
Initiative
Excellent time keeping
Reliable

Other requirements

Candidates must be aware it is their individual responsibility to ensure they can get to work and College reliably each day. Applicants must be aware that they will be required to attend an Information Advice and Guidance session at one of our Campuses (Tamworth, Lichfield, Cannock Chase Skills and Innovation Centre, or Rodbaston) in order to progress further in this vacancy. During the session, candidates must complete baseline assessments and will have the opportunity to ask questions regarding the qualification.

About this company

Formed in 1993, Centro Systems offer a comprehensive range of IT solutions and services. Our Portfolio and services covers the whole life cycle. From initial planning, design through implementation, to post-delivery support and beyond. The client base of Centro Systems encompasses a wide range of companies from small businesses to large blue-chip companies and professional service organisations. From innovative companies through to financial institutions and pharmaceutical establishments. Centro Systems can provide the skills and support that exceed the expectations of our customer.

http://www.centro.co.uk (opens in new tab)

After this apprenticeship

A permanent position for the right candidate.

Ask a question

The contact for this apprenticeship is:

SOUTH STAFFORDSHIRE COLLEGE

Apprenticeships Team

apprenticeships@southstaffs.ac.uk

0300 456 2424

The reference code for this apprenticeship is VAC1000291800.

Apply now

Closes in 17 days (Monday 6 January at 11:59pm)

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