Apprentice 1st Line Support Technician

Summary

Are you passionate about technology and eager to start your IT career? Cloud Central in Hilton, Derby is looking for an IT Support Engineer Apprentice! This is a great opportunity to gain hands-on IT support experience while earning and learning. No experience needed, just a passion for problem-solving and a positive attitude towards learning.

Wage: £16,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday, 8.30am - 5.30pm
40 hours a week
Possible start date: Friday 28 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

This is a full-time on-site role for an Apprentice Information Technology Support Specialist located in Derby. As an IT apprentice, you be responsible for providing technical support, troubleshooting desktop computers, and offering help desk support.

Full training will be given to any successful candidate, but the role will consist of the following activities:

Providing Tier 1 support for tickets logged via the company helpdesk, phone, applications or email per agreed SLA
Liaise with third-party software & hardware vendors and provide resolution for issues not rectifiable in house
Follow up on outstanding requests and ensure a timely resolution
Create user accounts, configure and install hardware as part of the new starter & leaver process
Remote support of users in both the UK and internationally
Administration of Active Directory, Azure Entra
Microsoft 365 Products, Teams, SharePoint & OneDrive
Mail Security Platforms
Mobile voice, data connections and VOIP phone system
Mobile Device Management Platform
Anti-Virus Management Console
Support audio, video and IT equipment in conference & meeting rooms
Perform administrative support duties
Documenting procedures for internal use
Producing "How to Guides" for end users and publishing on the company Knowledge base online portal
Working extra hours to meet deadlines, as required and where reasonable

Where you’ll work

BADGERS FARM
WILLOWPIT LANE
HILTON
DERBY
DE65 5FN

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

ALTHAUS DIGITAL 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

Information communications technician Level 3 Apprenticeship Standard:

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

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
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental

About this company

Cloud Central UK is a digital transformation specialist delivering innovative technology, solutions, and applications, including cloud migration, cyber security, and managed IT services. By understanding the IT, security, telephony, and connectivity requirements of businesses, Cloud Central provides fully integrated scalable technology solutions to help achieve business goals.

https://cloudcentral.co.uk/ (opens in new tab)

Company benefits

• 20 days paid holiday per annum • Flexible working potential • Free parking • Electrical charging points onsite • Bus stop 300 metres from the office • Break out lunch area with TV and pool table • Friendly working environment

After this apprenticeship

There is a full time role available for the right apprentice, and potential for progression onto a level 4 programme upon successful completion of level 3, if agreed as part of a professional development plan

Ask a question

The contact for this apprenticeship is:

ALTHAUS DIGITAL LIMITED

Molly

molly@althausdigital.co.uk

02036499003

The reference code for this apprenticeship is VAC1000306953.

Apply now

Closes in 15 days (Thursday 27 March at 11:59pm)

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