First Line Technical Support Apprentice

Summary

You will be the first point of contact for our clients’ IT-related issues. Working in a fast-paced environment, you will provide day-to-day technical support to our customers, ensuring that all IT systems are running smoothly and efficiently. This role offers excellent learning opportunities to develop your skills and progress in your IT career.

Annual wage: £13,500 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: All details will be confirmed upon interview.
37 hours a week
Possible start date: Monday 9 December
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

Key Responsibilities:

Provide first-line technical support to clients via phone, email, and helpdesk ticketing system
Diagnose and troubleshoot basic IT issues, escalating more complex problems to 2nd or 3rd line support as necessary
Support users with hardware, software, and network problems, VoIP related queries and problems
Assist in managing and maintaining user accounts, passwords, and permissions
Perform basic setup and configuration of computers, printers, and other peripherals and Install and configure software, ensuring licensing compliance
Maintain accurate and up-to-date documentation of incidents and resolutions in the helpdesk system
Maintain and create internal documentation and customer knowledge-base documentation
Provide excellent customer service, ensuring client satisfaction

Where you’ll work

HORNBEAM BUSINESS PARK UNIT 4

HORNBEAM HOUSE

HORNBEAM PARK

HOOKSTONE ROAD

HG2 8QT

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
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

Why choose our Azure Cloud Support Specialist apprenticeship?
The new Microsoft Azure Cloud Support Specialist Level 3 programme has been designed in partnership with Microsoft to build Azure cloud capabilities in your organisation.

This new Microsoft apprenticeship is part of QA's drive to support Microsoft’s Get On 2021 campaign, a five-year initiative to help 1.5 million people build careers in technology and help 300,000 connect to tech job opportunities.

QA’s Azure Cloud Support Specialist Level 3 apprenticeship programme enables the apprentice to:

Learn on-premise and cloud-enabled technologies and services
Learn technical content that aligns to and is relevant to employers and the market
Gain an Azure Fundamentals Qualification and a Microsoft 365 fundamentals qualification
Get an introduction to Windows, Linux and Powershell
Tools and technologies learned

Learners will learn to use:

Microsoft Azure
Microsoft 365
Windows 10
AWS
Linux
PowerShell

Requirements

Essential qualifications

GCSE in:

anu subjects --- x3 (grade 4+ (A-C))
English (grade 3+ (D or above))
Maths (grade 3+ (D or 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
Attention to detail
Organisation skills
Problem solving skills
Team working
Non judgemental
Have used Office 365
Have used Active Director
Used Windows operating systems

About this company

We are a small but dynamic Managed Service Provider (MSP) offering IT support to a variety of clients across multiple sectors. We pride ourselves on delivering excellent customer service and innovative solutions to help our clients succeed.

After this apprenticeship

90% of QA Apprentices secure permanent employment after finishing their apprenticeship.
Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

What We Offer:

Comprehensive on-the-job training, including shadowing more experienced team members and attending technical workshops
Support with IT-related qualifications
A friendly and supportive work environment with opportunities for career growth
Exposure to a wide range of IT systems and real-world technical issues
The opportunity to work with a variety of clients from different industries

Ask a question

The contact for this apprenticeship is:

QA LIMITED

The reference code for this apprenticeship is VAC1000285192.

Apply now

Closes in 11 days (Tuesday 3 December)

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.

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