Information Communication Technician (ICT) Support Apprentice

Summary

Northern Skills are recruiting on behalf of In Studio. In Studio are looking for a hardworking teamplayer to join their busy team as an ICT Support Technician. The successful candidate will provide technical support to customers and gain a level 3 in Information Communication Technician.

Annual wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday. Times to be confirmed.
37 hours a week
Possible start date: Friday 20 December
Duration: 1 year 9 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

Customer Support:

Provide technical support to customers (internal and external) through various communication channels including phone, email, and live chat

Troubleshooting and Diagnosis

Use appropriate troubleshooting methodologies and tools to identify and resolve ICT problems and fault

3. Technical Specifications:

Interpret and apply technical specifications relevant to ICT tasks to ensure accurate and effective solution
Build and update of WordPress websites

Security Compliance:

Implement and adhere to security policies for ICT tasks, ensuring compliance with organizational requirement
Issue Resolution:
Use relevant tools and technologies to resolve technical issues, ensuring timely and effective solution

Stakeholder Communication:

Communicate with stakeholders at all levels, explaining steps to resolve issues or set up systems, and managing escalation and expectations effectively

Testing Methodologies:

Apply appropriate testing methodologies to hardware, software, and cabling assets to ensure functionality and reliability

Continuous Learning:

Engage in guided continuous self-learning to stay updated with technological advancements, enhancing relevant skills and taking responsibility for professional development

Documentation and Escalation:

Document ICT tasks and escalate issues as necessary to ensure a clear audit trail and progression of problems.

Software and Hardware Configuration:

Install and configure software and hardware, including mobile apps, printers, projectors, scanners and cameras

Issue Prioritization:

Prioritize IT issues based on customer service level agreements to ensure timely resolution

Security Access Management:

Administer security access requirements and permissions for stakeholders, including password resets, and escalate as needed

System Rollouts and Upgrades:

Support the rollout of new systems, upgrades, or applications, ensuring smooth implementation and minimal disruption to operations

Where you’ll work

The BIS - Unit 1

13-17 Whitby Street

Hartlepool

TS24 7AD

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

MIDDLESBROUGH 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

Level 3 Information Communication Technician (ICT)
Support Route
Day release one day per week
Middlesbrough College

Requirements

Essential qualifications

GCSE or equivalent in:

Maths and English (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
Customer care skills
Presentation skills
Administrative skills
Analytical skills
Team working
Initiative

Other requirements

This vacancy is to start immediately therefore you must be available to start before applying. All closing, interview and start dates are subject to change and may close early if sufficient applications are received. Please ensure you apply early to avoid disappointment. Northern Skills will check candidates' eligibility prior to any interviews.

About this company

In Studio been in the business for 22 years now with fantastic customers who come back time and again. Whether they are on our doorstep or further afield, our customers return for our experience, great service and excellent value.

After this apprenticeship

Depending on the circumstances of the business upon completion of the apprenticeship programme there could be a potential position of employment available.

Ask a question

The contact for this apprenticeship is: