IT Helpdesk Support Apprentice

Summary

If you are a motivated individual with a passion for technology and providing exceptional customer service, we want to hear from you! Apply now to join our dynamic team as a 1st Line Support Engineer.

Annual wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday, between 8.30am - 5.30pm.
37 hours 30 minutes a week
Possible start date: Monday 27 January
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

As a successful applicant you can expect to work with a friendly and highly motivated professional team as well as joining a growing company with many opportunities for personal development and advancement. There is ample free parking at the offices and drinks and
snacks are provided.

Duties will include:

Support customers systems via email, telephone and remote connection
To reassure customers of quality of service and manage critical failures
Respond to emails to the Helpdesk Inbox within one hour of receipt and update internal processes
Ensure tickets are comprehensive for each job and time logging is done correctly
Own and if necessary, escalate issues
Perform routine maintenance tasks on customers & company servers
Travel to customer sites on request to represent Paradise with support tasks
To have a professional attituded to work and to customers
Ensure that your time logging is at the required percentage throughout the month

Where you’ll work

1 PEDIGREE FARM BARNS

ALTHORP

NORTHAMPTON

NN7 4HE

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

JBC SKILLS TRAINING 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. Support route specific pathway
Training for this apprenticeship is remote delivery via online classroom training
Dates to be agreed once you have secured the apprenticeship

Requirements

Essential qualifications

GCSE in:

English (grade C - 4 or above)
Math's (grade C - 4 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
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Initiative
Non judgemental
Patience
Ability to work Independently
Ability to work in a team
Networking Concepts
Networking protocols
Troubleshooting Techniques
Windows operating systems
Microsoft Office Suite

Other requirements

Due to the nature of the role and the employers location a full driving license and access to your own vehicle is required.

About this company

Paradise Computing Ltd is an IT services company based in Althorp near Northampton. Established in 1987 the company specialises in cloud platforms for Sage 200 ERP systems, software development, network support and training. We are a high-quality company and Sage Business Partner and ISO27001 certifications. A position has come available on our busy helpdesk to provide telephone and remote assistances to our hosted customers.

https://paradisecomputing.co.uk/ (opens in new tab)

Company benefits

25 Days Annual Leave. 1 Days Leave for your birthday. After 6 months’ probation. Full Private Medical Plan. Cash Plan. Company Profit-Sharing Bonus Scheme.

After this apprenticeship

May lead to a permanent position at the end of the apprenticeship for the right candidate.

Ask a question

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