Apprenticeship Opportunity in IT Support

This is an excellent opportunity for someone looking to begin or develop a career in IT support while completing a Level 3 Information Communications Technician Apprenticeship through the Support Technician Pathway.

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Answer incoming support telephone calls in a professional, friendly, and confident manner
• Act as a first point of contact for customers and end users experiencing IT issues
• Communicate with users through telephone calls, email, and the helpdesk ticketing system
• Listen carefully to users, ask appropriate questions, and gather the information needed to understand and diagnose their issue
• Provide clear instructions and guide users through troubleshooting steps
• Maintain a calm, helpful, and professional approach when supporting users with different levels of technical knowledge
• Manage customer expectations by providing regular and accurate updates
• Follow up with users to confirm that issues have been resolved successfully
• Deliver a consistently high standard of customer service during every interaction
• Log all support requests accurately within the helpdesk ticketing system
• Record relevant information, including the issue, affected user, device, troubleshooting completed and resolution provided
• Categorise and prioritise tickets in line with agreed processes and service levels
• Monitor assigned tickets and ensure they are progressed within appropriate timescales
• Resolve common Level 1 support issues using documented procedures and troubleshooting techniques
• Escalate more complex or high-impact issues to senior support engineers or the appropriate technical team
• Maintain ownership of tickets where appropriate and keep users informed throughout the support process
• Ensure completed tickets contain clear resolution notes before closure
• Identify recurring issues and raise them with the Helpdesk Manager or senior members of the team
• Follow documented troubleshooting processes and contribute to the development of new support documentation
• Provide basic first line support across hardware, software, and different applications packages

Where you'll work

2 THE CYGNETS
MURELL GREEN BUSINESS PARK
LONDON ROAD
HOOK
RG27 9GR

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

BASINGSTOKE ITEC LIMITED

Training course

Information communications technician (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

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