IT Support Technician Apprentice

Summary

An IT Technician provides support to internal & external customers, helping them to be productive when using technology, by using tools to problem solve & trouble shoot non routine problems. The Infrastructure Technician sets people up on systems & provides support when they need it, rectifying issues to maintain the organisations productivity.

Annual wage

£12,480 a year

Minimum wage rates (opens in new tab)

Statutory apprenticeship rate with flexibility for the right candidate.

Training course

Information communications technician (level 3)

Hours

Monday - Friday, 09:00 - 17:00

37 hours 30 minutes a week

Possible start date

Monday 3 March

Duration

2 years

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 will include:

    Performing daily BAU activities
    Managing support tickets
    Managing customer requests and urgent activities
    Occasional customer or Data centre site visits

Where you’ll work

2 PULLMAN COURT GREAT WESTER

GLOUCESTER

ENGLAND

GL1 3ND

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

Information CommunicationsTechnician Apprenticeship Standard Level 3
Training will be delivered both in College and in the workplace

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
Customer care skills
Administrative skills
Analytical skills
Cyber Security Exposure
Windows Support experience
Office 365 experience

About this company

Merge IT is a growing Technology Service Provider who is looking to grow its team with the appointment of a new IT Support Technician. Due to the uptake of the cloud services within our customers and ever changing IT landscape, this role is a critical to the continued development of our company. We will offer extensive on the job training, exposure to a number of new technologies,  a varied set of daily responsibilities coupled with an interesting and tailored career development path.  We will also offer a dedicated time to develop new skills

https://mergeit.uk (opens in new tab)

After this apprenticeship

Potential position upon completion of the apprenticeship

Ask a question

The contact for this apprenticeship is:

GLOUCESTERSHIRE COLLEGE

GC Employer Training and Apprenticeships

Apprenticeshipvacancies@gloscol.ac.uk

0345 155 2020

The reference code for this apprenticeship is VAC1000293774.

Apply now

Closes in 25 days (Thursday 6 February at 11:59pm)

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