Junior Helpdesk Apprentice

Summary

This is a fantastic opportunity for someone looking to kick-start their career in a friendly and supportive office environment, where innovation and ideas are welcome. The right candidate will have a positive attitude, attention to detail and the ability to work under varying levels of workload as the service desk can be unpredictable.

Wage

£16,750 a year

Minimum wage rates (opens in new tab)

Salary to be reviewed after one year

Training course

Information communications technician (level 3)

Hours

Monday-Friday 8.30am-5pm / 9am-5.30pm with a one-hour paid lunch break,

37 hours 30 minutes a week

Possible start date

Friday 4 April

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

Respond to customer calls and tickets daily, resolving them within SLA and keep the customer updated at all times. Escalate business critical issues.
Visit customer sites when necessary to carry out site surveys, installs and resolve faults.
Represent Equity professionally at all times, ensuring our customers experience is always a positive one.
Respond to all assigned customer tickets within SLA, make and receive calls to customers, update the necessary internal CRM/ticket system and supplier systems where necessary.
Contact suppliers where necessary to escalate issues and update internal system with supplier responses.
Where necessary, order/provision/configure new services for customers.
Ensure all IT support customers are fully monitored at all times.
Speak to potential new clients with the sales team where required.
Arrange and take ownership of customer projects where appropriate.
Maintain a good understanding at all times of Equity’s product set and take ownership of improving knowledge.

Where you’ll work

Proxima,
1 Grenfell Road,
Maidenhead,
SL6 1HN

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

ISALES ACADEMY 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

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.

More training information

This is a Level 3 Information Communication Technician Apprenticeship (Support Technician Pathway)
Classroom sessions are bi-monthly

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Maths (grade 4)

Desirable qualifications

GCSE in:

IT (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
Organisation skills
Customer care skills
Administrative skills
Team working
Initiative

Other requirements

Have the right to live and work in UK Ability to travel throughout the UK A full UK driving licence

About this company

Equity Networks offer its customers a new, simple approach; one where all IT needs are managed by a single supplier, via a single contract at one fixed price. And because they are an experienced IT and communications company, they can offer best-of-breed technology solutions that are delivered via the cloud and backed up by a complete end-to-end service and 24/7/365 support. This is a fantastic opportunity for someone looking to kick-start their career in a friendly and supportive office environment, where innovation and ideas are welcome.

https://equitynetworks.co.uk/contact-us/ (opens in new tab)

After this apprenticeship

An apprenticeship allows you to earn a wage, gain valuable work experience and industry specific competence
Potential for full time employment on successful completion of the apprenticeship
Transferable skills that are invaluable in the wider world of work

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