The Apprentice

The Apprentice supports the efficient operation, maintenance, and optimisation of IT systems and cybersecurity within Eleclink. The role involves developing practical skills across IT support, networking, cybersecurity, and system resilience, while working towards a recognised Level 3 qualification.

The role will be based out of Eleclink’s London office with occasional travel to Folkestone, UK and Peuplingues, France based on business needs.

As the Information Communication Technician your responsibilities will be to:

• Support Sr. Service Manager and IT Support analyst in providing day-to-day IT support, including troubleshooting hardware, software, and network issues.
• Maintain accurate documentation of systems, incidents, and resolutions including upkeep of key registers for maintaining IT Assets.
• Assist wider Eleclink with the maintenance and monitoring including on-boarding and off boarding employees.
• Support Cybersecurity and GRC lead in the implementation of security controls and follow cyber security best practices including support of compliance activities both internal and external including NIS.
• Follow organisational processes and procedures for backup, storage, and secure disposal of IT assets.
• Contribute to IT projects, including planning, testing, and quality assurance activities.
• Assist in preparing systems for stability and resilience, including BCP and Incident response techniques.

Essential skills, characteristics and experience

• Basic understanding of IT support principles and troubleshooting techniques
• Highly effective written and verbal communication skills
• Willingness to learn and develop technical skills
• Strong problem-solving attitude with attention to detail and strong focus on getting things right in the first place
• Ability to understand the wider business context in which the organisation sits
• Ability to work under pressure in a dynamic environment
• Self-starter and results orientated
• Ability to establish and maintain strong professional relationships
• Fluent in English
• Level 3 qualification in IT, computer science or equivalent
• Full, clean driver’s license (Desirable)
• Interest in IT and technology
• Experience in Microsoft Office Tools like Word, Excel and PowerPoint

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

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