IT Support Technician Apprentice

Summary

Along with the rest of the team, you will be the first point of contact for our customers requiring assistance. You will provide support via phone (primarily) and email, whilst utilising remote access software. Also, you will be dealing with general IT support involving areas such as Windows, local networking, printers and other peripherals.

Annual wage: £12,313.60 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Thursday, 9.00am - 5.30pm, Friday, 9.00am - 5.00pm with a 60-minute lunch break.
37 hours a week
Possible start date: Monday 2 December
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

Software support for our main software products plus associated services such as SMS and off-site backup
Also diagnosing hardware issues, and passing on to our hardware engineers where necessary
You will also have interactions with third party software such as imaging systems
There will be learning curve with regards to understanding how dental practices function and the regulations they have to work within, but you will be fully supported with this and you will pick it up as you go (we all started somewhere)
Escalating issues where appropriate
Pass on any feedback or suggestions by customers to the appropriate team members

What you will gain?

By providing telephone IT technical support to our client base of dental practices using our Edge software.

You will gain:

Experience in troubleshooting and diagnosing issues with hardware and software; such as various Windows OS, peripherals, network/Internet connectivity
Knowledge of networking (routers, switches, IP Addressing etc)
Knowledge of antivirus and firewalls
A working knowledge of SQL
Significant experience in problem solving and customer care
Gain communication skills and the ability to demonstrate empathy with the customer

Where you’ll work

SUITE 4

BIZ SPACE

BROOKFIELD ROAD

ARNOLD

NG5 7ER

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

ALTHAUS DIGITAL 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

Information Communication Technician Level 3 Apprenticeship Standard
CompTIA Network+

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade A*/9 - C/4 (or equivalent))
Mathematics (grade A*/9 - C/4 (or equivalent))

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
Customer care skills
Problem solving skills
Number skills
Analytical skills
Logical
Team working
Initiative
Patience

About this company

We are a close-knit team and have created a family environment, so you must be able to fit in with that. Teamwork is the name of the game, so we are looking for someone who can fully engage with and operate in such an environment, even when some team members are working remotely. Someone who is not afraid to ask a question, as we operate a ‘no question is a daft question’ policy.

http://www.dentsys.co.uk/ (opens in new tab)

After this apprenticeship

We expect to be offering a full-time opportunity within the business

Ask a question

The contact for this apprenticeship is:

ALTHAUS DIGITAL LIMITED

Kate

talent@althausdigital.co.uk

The reference code for this apprenticeship is VAC1000287185.

Apply now

Closes in 7 days (Friday 29 November at 11:59pm)

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