1st line IT support Apprentice (Empiric Solutions Limited)
EMPIRIC SOLUTIONS LIMITED
London, EC2R 8DN
Closes in 22 days (Monday 17 March at 11:59pm)
Posted on 13 February 2025
Contents
Summary
As a 1st line support apprentice, you will be responsible for providing exceptional technical support to our users, managing all first-line issues and escalations, ensuring seamless day-to-day operations. You will also play a crucial role in user onboarding and offboarding, as well as maintaining the telephone system.
- Wage
- £14,996 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday.
Shifts to be confirmed.
40 hours a week
- Possible start date
-
Monday 24 March
- 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
- Provide timely and effective support to users via phone, email, or in-person, resolving first-line technical issues related to Microsoft Office 365, Azure, and other cloud-based applications
- Manage all escalations to second-line support teams, ensuring seamless resolution of user queries
- Collaborate with the IT team to resolve complex issues, providing input on process improvements and knowledge-sharing
- Assist with user onboarding, including setting up new users' accounts, configuring email, and assigning access to necessary resources
- Support user offboarding, coordinating with other departments as needed to ensure a smooth transition of responsibilities
- Maintain accurate records of all IT incidents, changes, and requests in our ticketing system
- Provide training and guidance to end-users on Microsoft Office 365 and Azure features
- Troubleshoot and resolve telephone system issues, ensuring seamless communication between teams
- Perform routine maintenance tasks, such as software updates and backups, to ensure the smooth operation of IT systems
Where you’ll work
1 Old Jewry
London
EC2R 8DN
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
BPP PROFESSIONAL EDUCATION 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
More training information
BPP apprenticeship training programmes are delivered virtually by our fully qualified and industry-experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.
Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.
Requirements
Essential qualifications
GCSE in:
- 5 GCSE's including English and Maths (grade (A*-C/9-4 or equivalent))
A Level in:
- Three A-levels (grade (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
- Communication skills
- Organisation skills
- Problem solving skills
- Microsoft Office 365
- Azure
- To work in a fast environment
- Prioritizing tasks effectively
- Time management skills
- Willingness to learn
- Grow with the company
Other requirements
· Comprehensive training program to develop your IT skills and knowledge. · Opportunities for career growth and professional development within our organization. · Collaborative and supportive team culture. · Flexible working arrangements (hybrid remote/office) after probation period · Access to cutting-edge technology and innovative tools.
About this company
Empiric is a multi-award-winning international technology, change and transformation recruitment business specialising in data, digital, cloud and security and providing contingent, SOW and retained recruitment services across these niche areas. The company operates in the UK and has further expanded across western and central Europe, the Nordics and North America.
After this apprenticeship
Potential to move into a Full 1st line support engineer
Ask a question
The contact for this apprenticeship is:
BPP PROFESSIONAL EDUCATION LIMITED
Jordan Whitworth
Jordan.Whitworth@estio.co.uk
0113 3500 333
The reference code for this apprenticeship is VAC1000303573.
Apply now
Closes in 22 days (Monday 17 March at 11:59pm)
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