IT Support Apprentice

This role is integral to providing first-class technical support to our clients, ensuring optimal performance of VoIP and IT services.

Requirements

• GCSE in Maths & English (grade 3+ (D or above))
• GCSE in 3 other subjects (grade 4+ (A*-C))
• Communication skills
• IT skills
• Problem solving skills
• Analytical skills
• Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Responsibilities

• Provide technical support for telecommunications services, resolving issues promptly and thoroughly
• Diagnose and troubleshoot technical issues related to network and VoIP systems
• Monitor and maintain the performance of customers systems and services
• Conduct regular system checks and updates to ensure the highest level of service and reliability
• Collaborate with the technical team to enhance system capabilities and address systemic issues
• Keep abreast of new technologies and industry best practices to recommend improvements
• Maintain detailed records of customer interactions, issues, and resolutions using our case system and database
• 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