1st Line IT Technician Apprentice

Summary

In this role you will be the first point of contact for our customers, so you will need to be a confident and professional communicator. You will play a key role in the team meeting the high-level service we strive to deliver.

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course

Information communications technician (level 3)

Hours

Monday to Friday 08:00 – 16:30 or 09:00 – 17:30

37 hours 30 minutes a week

Start date

Monday 5 May 2025

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

Responsibilities - (but not limited to)

§ Troubleshooting and diagnosing IT hardware and software faults via telephone, email and remote support and providing “How To” guidance to end users.

§ Creating technical sales quotations to our customers while meeting their business needs in full.

§ Working alongside our 2nd line technicians to escalate calls as required.

§ Working with a ticket system, ensuring that the detail for requests or issues are logged correctly and accurately.

§ Coordinating with 3rd-parties such as suppliers and channel partners when required, to resolve problems and queries.

§ Hands-on assistance with the configuration, installation, monitoring and maintenance of computer systems and networks, from the ground up to completion.

§ The creation, maintenance and publishing of support documentation in order to assist colleagues in the quick resolution of incidents and to enable users to become more self-sufficient.

§ Responsible for the Goods-in process of technical equipment which includes checking paperwork and checking kit for damage and functionality.

§ Visiting customer sites to provide support and install new systems.

Where you’ll work

8 HAGLEY ROAD
STOURBRIDGE
DY8 1PS

Training

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

College or training organisation

HALESOWEN 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

The apprentice will be expected to attend an online lesson one day per week.

In addition, they will be allocated with an assessor who will visit them withint he workplace, once every 6-8 weeks.

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
Presentation skills
Administrative skills
Number skills

About this company

Techys2u is a private and well-established company founded in 2006. Partnering and developing relationships with some of the markets key players such as Microsoft and Dell, Techys2u has considerable experience installing IT systems for a wide range of businesses covering many sectors.

After this apprenticeship

Potentialy a permanent position for the right candidate, on completion of the apprenticeship

Ask a question

The contact for this apprenticeship is:

HALESOWEN COLLEGE

Deborah Maley

dmaley@halesowen.ac.uk

01216027777

The reference code for this apprenticeship is VAC1000312863.

Apply now

Closes in 16 days (Friday 18 April 2025 at 11:59pm)

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