First Line IT Support Apprentice

Summary

Reporting directly to the Helpdesk Manager, you will work with the team to deliver Sharp IT Services to a varied client base. You will manage the resolution and communication with the client in a manner that delivers an excellent service resulting client retention and growth. This role offers a hybrid working policy.

Annual wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Days and shifts to be confirmed.
37 hours a week
Possible start date: Monday 14 October
Duration: 1 Year 5 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

Duties:

Owning, updating and progressing tickets so the client is confident their issue will be investigated and actioned
Responsible for meeting agreed Key Performance Indicators to maintain a consistent high standard of service across Sharp IT Services
Take an active role in personal development to increase technical proficiency
Organise and prioritise daily tasks to provide service in line with client expectations
Be professional, positive and friendly when communicating with all colleagues and clients to aid in effective exchange of information
Be an ambassador of Sharp IT Services at all times, to improve and maintain the reputation of Sharp IT Services

Where you’ll work

4 Commerce Road, Lynch Wood

Peterborough

PE2 6LR

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

QA 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