IT Support Engineer Apprentice

Summary

You will work as part of the IT team, providing effective 1st line support to colleagues by investigating & resolving IT issues & assisting in the delivery of an efficient and effective IT support service. The role will include providing routine IT support of common software packages used across the business and other general tasks as appropriate.

Wage: £11,648 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 lunch.
35 hours a week
Possible start date: Monday 10 March
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

Performing data backups when required
Protecting data, software, and hardware by coordinating, planning and implementing network security measures
Troubleshooting, diagnosing and resolving hardware, software, and other network and system problems
Installing, configuring, testing and maintaining operating systems, application software and system management tools including virus protection software.
Install, configure, test and maintain operating systems, application software and system management tools, including updates.
Maintain security, backup, and redundancy strategies
Provide first line support where required
Purchasing hardware, software, licences for the company and keeping an audit of assets.
Work with our Recruitment and HR teams to ensure that new employees have the required IT equipment and login credentials prior to starting, and that any previous employees are removed from systems when required and any equipment is returned
Liaise with vendors and other IT personnel for problem resolution
Investigate and resolve technical issues
Respond to security threats from various notification platforms and investigate suspicious activity and alerts
Ensure all security platforms, policies and procedures are effective and maintained
Identify security risks, threats and vulnerabilities of networks, systems, applications and new technology initiatives, and initiate corrective action.
Maintaining IT security toolset systems documentation
Recording and reporting information security events
Analyse security outputs from various technologies to effectively investigate and resolve security incidents.
Evaluating and reporting on new and potential beneficial technologies
Any other duties commensurate with the role

Where you’ll work

Cubo Newcastle

Bank House

Pilgrim Street

Newcastle Upon Tyne

NE1 6QF

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

GATESHEAD 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

You will work towards the Level 3 Communications Technician Apprenticeship Standard with Gateshead College

Requirements

Essential qualifications

GCSE in:

English (grade A*-C/4-9)
Maths (grade A*-C/4-9)

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
Problem solving skills
Team working
Initiative
Responsible
Willingness to learn
Can-do attitude
Open minded
Self motivated

Other requirements

*25 days annual leave plus bank holidays. *£35 per month to spend on benefits of your choice *Home Office contribution - £300 to kit out your home office after 3 months.

About this company

Leighton: 30+ years and counting. Experienced and agile. Trusted by some of the world’s biggest brands. We develop and deliver custom software. We use technology to make money, save money, create efficiencies, integrate systems, solve problems. To help our customers thrive. We have a pool of talent. To manage projects. Test to high standards. Create user experiences for every type of user. We include, include, include. Our service is personal. We know your name. We can do amazing things with tech. We’ve got the talent. We decide what’s best for our customer together.

After this apprenticeship

Possible progression to full time employment

Ask a question

The contact for this apprenticeship is:

GATESHEAD COLLEGE

Lauren Usher

apprenticeships@gateshead.ac.uk

The reference code for this apprenticeship is VAC1000299023.

Apply now

Closes in 26 days (Wednesday 26 February at 11:59pm)

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