IT Helpdesk Technician Apprentice

Summary

Are you looking to start your career in IT Support? Do you want to be part of an experienced team where you will develop new skills and knowledge in IT? If the answer is YES, then this is the right opportunity for you. PETA are proud to be working with Drift IT to support them with the recruitment of an IT Helpdesk Technician Apprentice.

Wage: £17,888 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Mon - Fri between 08.00 - 17.00 with half an hour for lunch.
40 hours a week
Possible start date: Monday 7 April
Duration: 1 year 10 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

This role is a fantastic first step towards working in IT support with local schools, this is a hybrid opportunity where you will be field based for the majority of the role. You will be part of a team where you will learn everything about IT support, schools broadband and much more!

Joining the team as an IT Helpdesk Technician Apprentice, you will be responsible for the following duties:

Supporting all IT related issues from a remote support helpdesk
Shadow other IT and AV technicians at Client location and inhouse, and receive training
Supporting work with external network support providers
Remotely supporting the network administrators and IT coordinators with maintenance and installation tasks
Ensure that the Data Protection Act is supported in all areas of ICT
Fully support the Managing Director and line manager with the implementation and continuing of daily routines and procedures
To assist Clients employed network administrators, coordinators and apprentices with the overall upkeep and monitoring of the school infrastructure
Perform maintenance tasks and troubleshooting remotely on any Audio-Visual equipment
Oversee warranties; including taking responsibility for registering, returning and checking, any warranty repairs
Assist with ICT management on all sites with the installation/reimaging of new and existing equipment
Work within the parameters of the level of access permitted by the Company or Client (this may include limited access to the site domain controller – Server/Cloud services)
Ensure Client contact and network information is always up to date using the Company Management Information System (MIS)
Raise, check, address and complete support tickets using the MIS including cover support visits
Raise and check quote and purchasing requests using the Company MIS/emailing system

General requirements:

To provide positive and consistent customer service to customers
To be able to organise your work and support other Helpdesk colleagues
To be willing to investigate and resolve a wide range of problems
Ensuring effective time management
Adhering to all Health & Safety policies as set in the Company Health & Safety manual
Adhering to all the Company policies and procedures as set in the handbook
To uphold professional standards, with particular regard to confidentiality, and respect for the feelings of students, parents and families
To perform any other duties commensurate with the level of responsibility of the post
Attend regular staff meetings as required by the Company

Where you’ll work

23-24 The Oakwood Centre

Downley Road

Havant

Hampshire

PO9 2NP

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

PETA 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

Full training towards a level three ICT Support Technician apprenticeship. This apprenticeship is 22 months in length and will involve ongoing onsite training and mentoring from the Drift IT services team combined with 25 days of off the job training at the PETA training centre in Cosham.

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
Customer care skills
Problem solving skills
Analytical skills
Clean DBS security record
Good numeracy skills
Good literacy skills
Computer literate
Excellent organisation skills
Ability to prioritise
Good interpersonal skills
Driving licence (desired)

About this company

We are a small company that really cares about the support we are giving to the local education sector. Friendly and supportive team genuinely working together to give the best service and IT support. We have been nominated for Apprenticeship provider of the year award for the last 2 years.

https://clickdrift.com/ (opens in new tab)

Company benefits

28 days holiday including Bank Holidays. Company pension scheme. Free parking on site. Any staying away expenses all covered plus a staying away bonus. Perkbox employee scheme. Fantastic Progression Opportunities.

After this apprenticeship

Progression opportunities will be discussed throughout the apprenticeship.

Ask a question

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