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IT Support Technician Apprentice
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IT Support Technician Apprentice
The IT Support Technician Apprentice will work as part of HALO’s ICT team, providing first and second-line technical support to staff across the UK and more than 30 overseas programmes. Based at HALO’s London office, you will help maintain and support Microsoft 365 services, user devices, and ICT systems.
What you'll do at work
- Assist staff with all their technical needs
- Triage and manage IT requests submitted to the IT Service Desk
- Setup and image devices (laptops, mobiles etc.)
- Day to day support of management for the HALO Trust’s Microsoft 365 estate
- Support the IT Support Services Manager with purchasing and managing of software licences
- Maintain and troubleshoot ICT infrastructure, keeping everything running smoothly. (i.e networks, audio and video conferencing systems, backups, etc.)
- Assist in the implementation of information technical controls to help ensure that internal information security policies and data protection laws are upheld
- Maintain inventory of all ICT assets
- Design and deliver training sessions to empower staff with tech skills
- Collaborate with in-country programme teams, providing guidance, support, and training
- Think outside the box and propose innovative solutions to improve our systems
- Any other duties allocated by the line manager or senior management following consultation with the post holder
- Uphold HALO’s core values and standards, promoting its ethos and mission statement
- Ensure familiarity with and adherence to all HALO policies and procedures, especially the code of conduct and safeguarding
Where you'll work
Flat A
160 Buckingham Palace Road
London
SW1W 9TR
Training provider
TECHNICAL PROFESSIONALS LIMITED
Training course
Information communications technician (level 3)
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
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Essential qualifications
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- GCSE in:
- English (grade 4/C)
- Maths (grade 4/C)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Problem solving skills
- Logical
- Initiative
Other requirements
Requirements
- Education to GCSE standard, minimum of 5 GCSE including maths, English and Science Grades A-C or equivalent
- Level 3 qualification in IT or equivalent (desirable)
- Interest in IT and technology
- Experience in Microsoft Office Tools like Word, Excel and Power-Point
Eligibility
You must meet the following eligibility criteria to apply for the role:
- Have been a UK/EEA resident for the last 3 years
- Hold valid residency status
- Have the right to work in the UK
About this employer
HALO is the leading global NGO addressing the impact and drivers of conflict in 30 countries and territories, with over 8,000 staff. Most of our staff are local employees and include a growing number of women.
Our primary duty is to serve people affected by conflict, clearing landmines and the explosive remnants of war that threaten lives and livelihoods long after fighting has finished. We make land safe where war has ended, while also assisting those affected by active conflict and endemic violence.
HALO addresses human suffering caused by armed violence in some of the world’s most fragile places, securing weapons and ammunition and working with both state and community actors to reduce the prevalence of armed violence.
After this apprenticeship
- Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
- Upon completion, the apprentice will have gained a Level 3 Information Communication Technician qualification.
Ask a question
The contact for this apprenticeship is: TECHNICAL PROFESSIONALS LIMITED
The reference code for this apprenticeship is VAC2000050813.
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