About the Role

The successful apprentice will work as part of a friendly, supportive, and experienced IT team that values collaboration, knowledge-sharing, and professional development. The team is committed to mentoring apprentices and helping them grow in confidence and capability within a real-world IT support environment.

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

What you'll do at work

• The apprentice will be providing technical support to our customers while attending scheduled maintenance visits and outside of these visits via the service desk.
• While on the service desk the apprentice will use several communication channels to advise customers of resolutions or progress updates on tickets that are logged. These will be via either telephone, e-mail, or the company ticket system.
• Initially the apprentice will work alongside an existing member of the team to help establish and diagnose problems/faults to gain experience which can range from issues with troubleshooting cabling, clients, interactive boards, client software.
• The apprentice will be using Microsoft Diagnostic Tools/Event Viewer to look for events that may be related to problems and faults and use the company RMM software to remote monitor and manage endpoints.
• While working on scheduled maintenance visits or the service desk the apprentice will be tasked with installing software for customers which will have 3rd party vendor requirements which have to stage before the software deployment.
• The apprentice will work with the customer(s) and/or 3rd party vendors to determine what requirements are needed for software deployment and work with the service team in deploying these before deploying the software to ensure successful deployment.
• The apprentice will use Active Directory to provision the accounts and ensure they are in the correct Organizational Unit to make sure the correct security restrictions are applied to the end user.
• This testing will be logged and recorded against a ticket on the system.
• The apprentice will be using a mixture of Active Directory, Office 365, Google Workspace to administer password resets and add users to the relevant security groups.

Where you'll work

Railway Street
Radcliffe
Manchester
M26 3AA

Apprenticeships

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

Training provider

BALTIC TRAINING SERVICES 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