IT Support Apprentice

Summary

We are seeking an IT Apprentice to join our IT team in Bath. In this role you will be instrumental in providing IT support to circa 500+ users. In addition, you will assist with the management of end user incidents and service requests logged via the Service Desk Management solution.

Annual wage: £18,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Service Desk core hours (rota) Monday – Friday 8am – 6pm, (1 hour lunch). Shifts TBC.
37 hours a week
Possible start date: Monday 16 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

Main role / Responsibilities [will include but not be limited to]:

Provide a single point of contact for Service Desk customers, keeping their tickets up to date at all times and communicating updates to customers as necessary.
Responsible for hardware and software support, as directed by SDM.
Accurately logging and triaging all windows issues, support queries, and taking ownership of the incident from the point of ticket logging through to resolution.
Escalate incidents and service requests to 2nd and 3rd line teams, providing detailed notes and update when necessary.
Carry out administrative tasks relating to the set-up and shut down of starters and leavers.

Having:

A good working knowledge of Microsoft Word, Excel, Outlook and Windows Operating Systems will be beneficial to the role.
A positive attitude to work - Approaches work with positivity and energy and thrives in a busy environment is essential.

Where you’ll work

Midland Bridge House

Midland Bridge Road

Bath

BA2 3FP

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.

Requirements

Essential qualifications

GCSE in:

any subject -- 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
Analytical & methodical

About this company

We’re RWK Goodman – a progressive Top 100 law firm. We exist to unlock potential and create a lasting positive impact for our clients, colleagues and communities. Our purpose is what drives our business forward. It’s our guiding principle. And it’s why our clients trust us to be their life-long legal partner.

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.

Annual Leave:

25 days holiday per year (our holiday runs January to December).
Additional 1.5 day to be taken in December between Christmas and New Year.

Flexible Working:

Flexible working policy.
Hybrid working (2-2-1).
Enhanced family leave policy.

Wellbeing:

Employee Assistance programme.
Healthcare cash plan.
Buying/selling annual leave (up to 1 week).
Cycle to work.
Life Assurance from start date (4x salary in the event of death in service).
Pension scheme – after 3 months, you will be auto enrolled into our salary sacrifice pension scheme, contributing 4% of your salary, which we will match.

Reward and Recognition:

Discretionary profit and performance related bonus.
Referral bonus scheme.
Recruitment bonus scheme (if you refer someone to work at RWK and they successfully pass their probation.
Birthday day off.

Other:

Season ticket load (interest free) up to £10,000 per annum (available after probation).
Discounted Conveyancing Fees (available after probation).

Ask a question

The contact for this apprenticeship is:

QA LIMITED

The reference code for this apprenticeship is VAC1000286046.

Apply now

Closes in 13 days (Friday 6 December)

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

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