IT Support Desk Engineer Apprentice

VQ Solutions is seeking an enthusiastic IT Support Desk Engineer Apprentice to join the growing team at Touch Telecom. Gain hands-on experience while working towards a recognised IT apprenticeship and developing skills in IT support, Microsoft 365, networking, cloud services, cybersecurity, and infrastructure management.

Key Responsibilities

• Provide first-line IT support to clients via telephone, email, remote support, and onsite visits
• Diagnose and troubleshoot hardware, software, network, and connectivity issues
• Install, configure, and maintain computers, laptops, printers, and other IT equipment
• Support and maintain VoIP telephone systems and related services
• Configure and support networking equipment including routers, switches, wireless access points, and firewalls
• Assist with the deployment and management of cloud solutions
• Apply security best practices and help maintain cybersecurity standards
• Create and maintain accurate documentation of support requests, solutions, and system changes
• Escalate complex technical issues to senior engineers when required
• Participate in customer projects including system upgrades, migrations, and new installations
• Assist with Microsoft 365 administration including:
  • User account creation and management
  • Exchange Online mailbox administration
  • Microsoft Teams support
  • SharePoint and OneDrive management
  • Licensing and security configuration

Training

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

• Training provider: VQ SOLUTIONS LTD
• Training course: Information communications technician (level 3)

What you'll learn

• 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, 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