IT Technical Support Apprentice J3392

Summary

We have a fantastic opportunity for an apprentice to join a growing IT Technical Support/Customer Service team. You'll provide technical support, troubleshoot issues and help clients understand our software systems. Ideal candidates are computer literate, organised, strong communicators and enthusiastic about IT.

Annual wage: £14,560 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday, 9.00am - 5.00pm with 1 hour unpaid lunch.
35 hours a week
Possible start date: Monday 13 January
Duration: 1 year 6 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

Being the first point of contact for any external customers or clients
Providing technical support in relation to IT and software systems
Troubleshooting based on client queries
Developing business knowledge and understanding the software used
Explaining use of systems to clients and responding to enquiries in a fast and efficient manner

Where you’ll work

Kestrel Court

Waterwells Drive, Waterwells Business Park, Quedgeley

Gloucester

GL2 2AT

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

GLOUCESTERSHIRE COLLEGE

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

The Information Communications Technician Level 3 Apprenticeship will involve the below:

You will be assessed against a set of Skills, Knowledge and Behaviours that have been developed by the industry
You will produce portfolio reports to evidence your development and progress throughout the apprenticeship. These will help you to prepare for your Endpoint assessment and synoptic project
Training is usually delivered by assessors in the workplace - with the exception of the endpoint assessment, which will be at a given location
The apprenticeship covers core occupation skills for technical support to customers, ICT systems problem diagnosis, security policies, testing methodologies, fault escalation procedures and audit trails and more. The programme requires the apprentices to specialise in one of these options: Support Technician, Network Technician or Digital Communications Technician
This apprenticeship standard leads to the Level 3 Information Communications Technician award. Candidates on this apprenticeship will specialise in the Support Technician route

Assessment Overview:

The end point assessment includes an assessment of all the requirements of the standard, including, competencies, knowledge and behaviours. It takes place in the final few months of the apprenticeship, using two assessment methods of:

Professional discussion underpinned by portfolio
Project report with questioning

Requirements

Essential qualifications

GCSE in:

English (grade 4)
IT (grade 4)
Maths (grade 4)

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
Reliability
Enthusiastic

Other requirements

The business can be high pressure and at times extremely busy.

About this company

As an apprentice, South West Apprenticeship Company Limited, the Flexi Job Agency (FJA) will employ the successful candidate on behalf of this employer. 99% of our apprentices gain full-time employment with their host organisation after completing their apprenticeship or they have progressed onto higher qualifications. The experience and knowledge you gain, plus the relationships you develop, make it easier to progress quickly.

http://www.theswac.org.uk (opens in new tab)

After this apprenticeship

Full time job/Wage increase/Further training on successful completion

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