First Line Engineer Apprentice

Summary

Techrelate are looking for a First Line Engineer Apprentice to join their team in London. This is the perfect opportunity for someone looking to start their career within the world of ICT.

Wage: £20,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday, 9am to 5pm
37 hours a week
Possible start date: Wednesday 30 April
Duration: 1 year 4 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

Provide VIP Customer service to existing clients.
First response on the Helpdesk solving technical queries over the phone and via email.
Swiftly Identify issues and fix supported systems.
Quickly escalate any challenges that cannot be resolved by 1st Line.
Log the agreed amount of time each week against assigned tasks.
Clearly document and record time for all conversations, research and solutions provided on each ticket.
Classify and escalate any Change or Sales requests being made on tickets.
Contribute to projects and attend client sites as required.
Meet SLA’s including call answering, first response times and logged hours.
Assist in the ongoing documentation of business processes in accordance with ISO 27001 and 9001 accreditations.
Share ideas and best practise with colleagues and peers.
Update the client database with any changes as you become aware of them.
Actively contribute to daily Social Media content.
Support Lead Engineer for assigned clients.
Maintain the technical area – tidiness, availability of tools and structure.

Where you’ll work

Screenworks 404

22 Highbury Grove

London

N5 2EF

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

LDN APPRENTICESHIPS LTD

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

To meet the requirements of the Level 3 Information Communications Technician apprenticeship programme you will need to spend 6 hours a week of your time undertaking off-the-job learning, which will include:

Formal training, including online learning and internal learning events.
1-2-1s with your coach and line manager.
Observing and shadowing colleagues.
Writing up learning reflections for your portfolio.

Requirements

Essential qualifications

GCSE in:

English (grade 4-9 or A*-C)
Maths (grade 4-9 or A*-C)

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

IT skills
Attention to detail
Problem solving skills
Administrative skills
Team working
Initiative

About this company

Techrelate are an experienced IT company based in North London, offering a wide range of services to help businesses get the best out of their technology.

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

After this apprenticeship

Full-time employment.

Ask a question

The contact for this apprenticeship is:

LDN APPRENTICESHIPS LTD

The reference code for this apprenticeship is VAC1000303472.

Apply now

Closes in 9 days (Tuesday 4 March)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

After signing in, you’ll apply for this apprenticeship on the company's website.

Company’s application instructions

All applicants must apply via the LDN Apprenticeships Career Hub

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