IT SUPPORT APPRENTICE

An exciting opportunity has arisen for a Technical IT Apprentice to join their expanding team. This role is an excellent chance to join a growing business and gain skills from the ground up. Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

Requirements

• Ability to think laterally (outside the box)
• Excellent problem-solving skills
• Attention to detail
• Logical thinking under pressure
• The ability to prioritise your workload
• The capacity to clearly explain a technical problem to a customer/colleague
• Competent listening and questioning skills
• The ability to step back and see the high-level impacts as well as the detail
• The capacity to work well within a team
• Confident communicator
• Time keeping Skills
• GCSE in: English (grade Grade C/4 +)
• GCSE in: Maths (grade Grade C/4 +)

Responsibilities

• Answering service support phone calls
• Logging tickets in our Incident Management tool
• Responding to tickets and analysing logged data to identify recurring problems.
• Initial diagnosis of hardware and software faults
• Coordinate with Sales and Consultancy about customer requirements
• Performing research to resolve incidents in a timely manner
• Documenting processes and procedures
• Execute instructions to resolve an issue or configure a system
• Looking for improvements where possible in current processes
• Testing new technology and systems
• Complete all aspects of the apprenticeship programme
• Microsoft training and accreditation through blended learning
• Real-world and practical experience
• 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