IT Support Technician Apprentice

Summary

Working under the direction of the Technical Manager, guided by the Helpdesk Manager and Senior IT Engineer as the nominated Mentor. The IT Support Technician will provide workshop and technical administrative support ensuring support calls are logged, progressed and resolved in a timely and consultative manner to meet contractual agreements.

Annual wage: £15,704 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday 08:30 - 17:30 with a one-hour lunch break.
40 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

Role responsibilities include:

Commissioning of IT equipment: Laptops, Workstations, Servers, Tablets and Mobile Devices
Coordinate and file build sheets are completed in full and signed-off
Provide Tier 1 IT support to Agile-TS customers in-line with the agreed SLA’s
Effective use of the telephone to receive incoming support-calls and outgoing to close-calls
Logging of Open Support Tickets using the company CRM system via the Helpdesk Manager
Ensure all support issues are logged and progressed in a timely manner (while supervised)
Escalate support calls to Tier 2 & 3 technical engineers
Build relationships with engineers to raise skill and knowledge levels to enable a self-help approach

On-Site Support:

Attending customer site to investigate and fix IT Support calls (while supervised)
Conduct effective and efficient housekeeping activities on the customer’s site (while supervised)

Where you’ll work

Unit 14 Langham Barns Business Centre

Langham Lane

Langham

Colchester

CO4 5ZS

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

COLCHESTER INSTITUTE

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

The apprentice will be working towards the Level 3 Information Communications Technician Apprenticeship Standard
College attendance will be at the Colchester Institute - Colchester Campus one day per week during term time

Requirements

Essential qualifications

GCSE in:

maths and English (grade A*-C/9-4)
IT or related discipline (grade Pass)

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
Team working
Initiative
Patience
Positive can do attitude
Enthusiastic
Keen to learn and engage
Reliable transport
A sense of humour

Other requirements

There will be long periods working on a computer and travelling between sites (supervised). Please also ensure you have reliable transportation.

About this company

Agile Technical Solutions is an IT Consultancy and IT Support Company servicing the needs of our valued clients and customers. The company was founded in 2010 by MD_Nick Baines who, after working for a number of years in the IT industry formed a relationship and an understanding as to what it really takes to provide a premium IT service to businesses. The name Agile came from the idea that the Company could be flexible and able to adapt to the individual needs of our customers. With this understanding came a vision and an ethos to find the right IT solutions for the right business reasons. We believe in investing time to get to understand our customers businesses in order to provide effective IT solutions both now and moving towards the future. We aim to get the very best from current systems and use our knowledge of new and proven innovations to improve IT capability, business efficiency and security.

https://www.agile-ts.net/ (opens in new tab)

Company benefits

Previous successful experience with apprentices who have gone on to be IT engineers with Agile Technical Solutions. Other benefits: Free on-site parking. Modern air-conditioned office and workshop. Great team environment. Pension scheme.

After this apprenticeship

Future potential prospects include:

1st Line IT Support Technician
2nd Line IT Engineer
Helpdesk Technician
Workshop/Commissioning Engineer

Ask a question

The contact for this apprenticeship is:

COLCHESTER INSTITUTE

Colchester Institute - Apprenticeships Team

ci.apprenticeships@colchester.ac.uk

01206712043

The reference code for this apprenticeship is VAC1000287393.

Apply now

Closes in 22 days (Friday 13 December)

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

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