About the Role

This is an entry-level apprenticeship role within our support team. You will learn how to provide friendly, reliable first-line IT support to customers while working towards your apprenticeship qualification. You will be supported by experienced colleagues and given the opportunity to build practical skills.

What You'll Do at Work

• Act as a friendly first point of contact for customers, under the guidance of the support team
• Log support requests accurately in the ticket system, including clear notes and updates
• Follow agreed processes for triage, escalation and communication
• Help troubleshoot basic IT issues using remote support tools, with support from senior colleagues
• Assist with setting up laptops, desktops, phones, printers and other hardware
• Support Microsoft 365, Windows and common business applications at an appropriate apprentice level
• Assist with routine checks such as backups, system monitoring and basic maintenance tasks
• Help create and update internal technical notes, customer guides and self-help documentation
• Liaise with third-party suppliers when asked to support issue resolution
• Support larger projects and customer rollouts where suitable, learning from the wider team

Training

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

Training Provider

NOWSKILLS 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