IT Support Technician Apprentice

We are hiring on behalf of our client who are a fast growing, ambitious IT Managed Services Partner, founded in 2002. Maxnett provide IT services to a wide range of businesses. This is a fantastic opportunity for someone looking to start their career in a friendly and supportive office environment, where innovation and ideas are welcome.

What you'll do at work

• Respond to customer calls and tickets daily, resolving them within SLA and keeping the customer continually updated.
• Escalate business critical issues without delay
• Create your own tickets from customer calls, or claim tickets raised by clients, and work them through to resolution. You will have your own named Halo PSA account and will write your own notes, escalations and closure summaries
• Prioritise your workload using the Maxnett Service Levels and the Maxnett Priority Matrix, both published in Halo and available to you at any time
• Own your relationships with customers and suppliers, keeping them informed of progress. Support is available to help you draft messages and build your telephone and Teams video call skills
• Contact suppliers where necessary to escalate issues and update internal systems with supplier responses
• Always represent Maxnett professionally, ensuring the customer's experience is always a positive one

Where you'll work WITTON HOUSE
REAR OFFICE ON BERKS HILL
LOWER ROAD
CHORLEYWOOD
WD3 5LD

Training

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

• Training provider: ISALES ACADEMY 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