ICT Technician Level 3 Apprenticeship

This apprenticeship will provide you with valuable workplace experience whilst working towards the ICT Level 3 qualification. You will learn on the job by getting hands-on experience.

Requirements

• GCSE in English (grade 9/A* - 4/C)
• GCSE in Maths (grade 9/A* - 4/C)
• Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Responsibilities

• Deliver a consistent, high-quality service for customer incidents and requests, meeting agreed service levels and productivity targets.
• Manage requests through a streamlined workflow, ensuring customers receive standard business services quickly and efficiently, boosting end-user productivity.
• Be the first point of contact for IT support issues, responding promptly and performing initial triage.
• Provide technical support for hardware, software, and operating systems, resolving issues right the first time and prioritising based on wait time.
• Handle escalated or complaint tickets with care and professionalism, following a clear framework.
• Act as a key part of our teams, resolving technical issues and contributing to the management of major incidents and problem records.
• Offer support to users to minimise disruption.
• Proactively monitor and diagnose issues in key systems, helping to maintain data integrity and system resilience.
• Provide second-line user support, involving setting up new IT end user equipment, provisioning user accounts, user access management, resolving basic connectivity, user hardware and printing issues, software installations, and perform regular health checks of the IT kit.
• Manage IT asset registers when users/hardware move locations.