IT Support Analyst Apprentice

MUNTONS PLC

Suffolk, IP14 2AG

Closes in 3 days (Wednesday 2 October at 11:59pm)

Posted on 18 September 2024

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Summary

This is an exciting opportunity to join our IT team in a support analyst role while completing an apprenticeship. You will work as the first line of support for users across the business who have technical issues or queries, providing initial troubleshooting and problem-solving assistance either by phone, email, chat, or remote access.

Annual wage
£16,000 a year

Minimum wage rates (opens in new tab)

Salary ranges are as follows: £16,000 for candidates with GCSE level qualification £18,000 for candidates with A level qualification

Training course
Information communications technician (level 3)
Hours
Monday to Friday 08:30 -to 17:00. We have a hybrid working policy that requires 3 days (minimum) working within the office. This policy is likely to be implemented following initial induction period.

37 hours a week

Possible start date

Wednesday 30 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

•Answering user queries and requests in a timely and professional manner

•Taking ownership of tickets raised via our helpdesk system and tracking progress and updating accordingly

•Prioritising and escalating tickets to 2nd/3rd line support as required

•Identifying and resolving common technical issues, such as password resets, network connectivity, software installation, hardware configuration, etc.

•Following up with users to ensure their satisfaction and closure of tickets

•Supporting & installing end user devices

Where you’ll work

Cedars Maltings

Stowmarket

Suffolk

IP14 2AG

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

GINGER NUT MEDIA 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

    This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

    More training information

    Apprenticeship training will be delivered by Ginger Nut Training. Ginger Nut's delivery is based on a remote, blended model of one-to-one sessions every 4 weeks, group sessions, webinars, online courses, video, and additional support as required. This means that our learners have the guidance they need as well as the flexibility to learn around the requirements of their jobs. We find that this approach reduces disruption for the learners and their line managers giving everyone the best chance of benefitting from the training and completing the course.

    Requirements

    Essential qualifications

    GCSE in:

    • English (grade 4 and above)
    • Maths (grade 4 and above)

    Desirable qualifications

    GCSE in:

    • Computer Science (grade 4 and above)

    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
    • Organisation skills
    • Customer care skills
    • Problem solving skills
    • Number skills
    • Analytical skills
    • Logical
    • Team working
    • Creative
    • Initiative
    • Non judgemental
    • Patience
    • Flexibility
    • Task Management
    • Alignment with company values
    • Respectful and welcoming
    • Proactive & positive attitude

    About this company

    At Muntons, we are a proud global supplier to the food and drinks industry, with a rich history of over 100 years in producing high-quality malt and malted ingredients. Our products are a key ingredient in some of the world’s most famous and beloved brands, and whether you realise it or not, you've probably already enjoyed something we've had a hand in creating! We serve a diverse range of customers, from multinational food and beverage producers to innovative start-ups and small independent craft brewers and distillers. Our headquarters are nestled in Suffolk, with additional production sites in East Yorkshire and Thailand, and sales offices spanning Asia, Europe, and America. We are passionate about what we do—malt, malted ingredients, and sustainability are at the core of our business. As industry leaders, we are committed to sustainability and are proud to be over halfway towards meeting or exceeding our net zero carbon target by 2050. We continue to innovate and grow, looking ahead to the next 100 years as a strong and sustainable global supplier.

    https://www.muntons.com (opens in new tab)

    Company benefits

    Benefits Include: Company pension contribution at 5% Health Cash Plan with Reward Scheme Life Assurance Company profit-based bonus Flexible working arrangements My Staff Shop membership

    After this apprenticeship

    Your programme will involve gaining experience and training in ICT to develop your knowledge and skills to enable you to take up a position within the ICT team. The Company will endeavour to provide you with such training to achieve this aim but cannot guarantee to do so.

    Ask a question

    The contact for this apprenticeship is:

    GINGER NUT MEDIA LIMITED

    The reference code for this apprenticeship is VAC1000277749.

    Apply now

    Closes in 3 days (Wednesday 2 October at 11:59pm)

    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.