IT SUPPORT TECHNICIAN APPRENTICE

Job Opportunity: IT Support Apprenticeship

We are now looking for a driven and enthusiastic new member of the team who sees their career as developing within broad IT support functions, has a passion for their subject, and a clear flair for technology.

We are looking for someone who already has some work experience and a basic level of industry knowledge, rather than a school leaver with no workplace experience. We are particularly keen to consider candidates from disadvantaged backgrounds who may benefit from the opportunity to develop their skills and progress their career through an apprenticeship.

Key Tasks

• Provide first line support to all colleagues via the various request methodologies (Phone / Ticket System etc)
• Manage requests via ticketing system (Case Management) within Salesforce
• Support Hardware / Software issues on company’s devices (Windows PCs, Apple Macs, iPhones & Samsung mobile devices)
• Manage accounts and licencing via Microsoft Administration Portal
• Process invoicing each month for various software which is managed within IT Team
• Assist with any project work where required, along with putting forward suggestions for best technology practice within Methods group
• Create clear and concise documentation of internal IT procedures and technologies where needed, along with user friendly guides and notes
• Complete asset and compliance management via Microsoft Endpoint, and other technologies
• Engage in asset purchasing and supplier relations where needed
• Report faults and maintaining logs on network and laptops
• Assist with inductions for new staff joining the company
• Log and track identified IT problems through to resolution
• Helpdesk ticketing administration and ownership - ensuring tickets are kept up to date, responded to in a timely fashion, and the new tickets queue is kept as clear and actioned as possible

Essential Skills and Experience

• Good practical and demonstrable understanding of IT
• Clear drive and enthusiasm for the subject
• Previous experience of working to helpdesk ticket deadlines
• Practical, good common sense, ability to use initiative / problem solve, multitask / work well under pressure
• Excellent diplomacy skills, a helpful and very professional attitude to staff at all levels across all issues
• Must have a good understanding of all MS Office Applications including SharePoint Online
• Experience in supporting both Windows and MacOS laptops

Desirable Skills and Experience

• Experience with Azure functionality
• Understanding of ITIL Principals
• Previous IT support experience

Apprenticeship Details

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

Training provider: LEEP TALENT LIMITED

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, (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