Information Communication Technician Apprentice (ICT)

Summary

The ICT Support Specialist will provide comprehensive technical support to both internal and external customers, utilising a range of communication channels to address a broad spectrum of ICT-related issues. The role demands a high level of problem-solving, collaboration, and communication skills.

Annual wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday Times to be confirmed
37 hours 30 minutes a week
Possible start date: Wednesday 19 February
Duration: 1 year 9 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

1. Technical Support
o Provide high-quality technical support to both internal staff and external customers across various communication channels, including phone, email, chat, and in-person interactions.
2. ICT Troubleshooting
o Diagnose and resolve ICT problems using established troubleshooting methodologies and specialized tools, ensuring swift issue resolution.
3. Technical Interpretation
o Interpret and analyse technical specifications relevant to assigned ICT tasks to ensure accurate and effective solutions.
4. Security Application
o Apply appropriate security policies and protocols to all ICT tasks in line with organisational requirements and best practices.
5. Issue Resolution
o Employ relevant processes, tools, and technologies to effectively resolve ICT technical issues, minimizing downtime and enhancing user satisfaction.
6. Stakeholder Communication
o Communicate effectively with stakeholders at all levels, providing clear instructions, status updates, and managing expectations and escalations as necessary.
o Create email format for organisation
7. Testing Methodologies
o Apply appropriate testing methodologies to hardware, software, or cabling assets to ensure proper functionality and compliance with organizational standards.
8. Continuous Learning
o Proactively engage in self-directed learning to remain current with technological developments, enhancing relevant skills and taking ownership of professional growth.
9. Documentation & Escalation
o Accurately document or escalate ICT tasks as needed to ensure a clear audit trail and efficient issue progression, maintaining organisational standards for record-keeping.

Where you’ll work

Spire Building

Spire Platinum Suites

Newcastle

NE1 2DS

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

MIDDLESBROUGH 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

Level 3 Information Communication Technician
Delivered through Middlesbrough College (Newcastle branch NE1 1SA)

Requirements

Essential qualifications

GCSE in:

Maths and English (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
Attention to detail
Problem solving skills
Analytical skills
Team working
Initiative

Other requirements

This vacancy is to start immediately therefore you must be available to start before applying. All closing, interview and start dates are subject to change and may close early if sufficient applications are received. Please ensure you apply early to avoid disappointment. Northern Skills will check candidates' eligibility prior to any interviews.

About this company

We specialise in guiding businesses through the often complex process of purchasing energy contracts. Our mission is simple: to save you time, reduce costs, and streamline your energy management while helping you make the shift towards more sustainable energy solutions.

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

After this apprenticeship

Depending on the circumstances of the business upon completion of the apprenticeship programme there could be a potential position of employment available.

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