IT Support Engineer Apprentice

Summary

Working within our IT & Data department, the successful applicant will play a vital role in providing technical support across the organisation to progress the Migrant Help Strategy of 2024-29 and thereafter.

Annual wage

£20,000 a year

Minimum wage rates (opens in new tab)

Wage: £18k - £24k p/a

Training course

Information communications technician (level 3)

Hours

Monday - Friday, 9.00am - 5:30pm. Shifts TBC

35 hours a week

Possible start date

Monday 10 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

Duties:

Provide basic technical support, including password resets and solving simple IT issues with a view to increase knowledge, skills and the ability to pick up more complex issues
Serve as the initial point of contact for all IT-related issues and queries, including escalations.
Pickup work from our ITSM tool
Assist with early morning daily system checks to ensure all major services are available
Shadow the IT Engineers when the major incident process needs invoking if a key service is unavailable.
Ensure consistency by following the call handling procedure
Track and monitor issues to ensure timely resolution and keep users informed of progress
Perform basic hardware and software support for desktop setups, printers, and peripherals
Install and configure software, ensuring compliance with organisational policies
Provide remote support to colleagues
On-site support shadowing IT Support engineers
Take part in processing joiners, movers and leavers ensuring all elements of the process are adhered to

Responsibilities:

Learn all aspects of how technology is utilised at Migrant Help
Escalate aged incidents to the IT Support engineers and be included in 3rd party communications
Document solutions for common problems and contribute to the IT knowledge base
Keep the knowledge base up to date and ensure that only accurate information is added
Draft user guides for new tools, systems or ways of working to help colleagues across the organisation
Assist in the rollout of new software and hardware, including system upgrades and patches when necessary
Update asset registers for hardware and software inventories
Comply with data protection and cybersecurity policies as set out by the organisation

Where you’ll work

Charlton House

Dour Street

Dover

Kent

CT16 1AT

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

JUST IT TRAINING 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

ICT (Information Communications Technician) Level 3 Apprenticeship Standard
You will also receive full training and support from the Just IT
Apprenticeship team to increase your skills
Your training will include gaining a Level 3 IT qualifications

Requirements

Essential qualifications

GCSE in:

English (grade C/4 +)
Maths (grade C/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
Analytical skills
Logical
Team working
Initiative
Motivated
Positive attitude
Hard-working
Passion for ICT

Other requirements

This post is subject to a Counter Terrorism Check (CTC) therefore applicants must: Be able to provide a valid passport eg. full British passport, EU or non-EU Passport with indefinite leave to remain Be able to provide continuous UK address history for the previous 5 years Provide full employment history for the previous 3 years

About this company

Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to migrants across the UK. Our vision is for a global society that protects migrants, treats them with respect and enables them to reach their full potential. We foster a culture in which equality, diversity and inclusion are recognised, valued and encouraged. It doesn’t matter who you are or where you come from, we match your skills with the needs of our organisation, as long as you share our values, vision and goals.

After this apprenticeship

Tech and digital professionals earn an average salary of £52,500 per year, so this apprenticeship could be the start of a very promising and profitable career

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