IT Technical Services Apprentice

About the Role

You will receive on-the-job training and support while providing first-line support for information technology systems/hardware. You will be required to assist the Technical Services Manager with routine tasks such as setting up phones and laptops and managing support tickets for various issues.

What You'll Do at Work

• Providing first-line user support to staff and students as required using desktop systems, including dealing with operational problems such as hardware faults and software incompatibilities
• Assist new staff with IT onboarding, including account setup, device allocation, email configuration, and access to required systems, with the ability to handle repetitive, process-driven tasks accurately and consistently. Prepare, configure, and deploy mobile phones, laptops, and tablets for new starters following standard Trust procedures, maintaining strong attention to detail when performing routine setup tasks
• Assist with the administration and development of the desktop and office network systems as required, including user administration, maintenance of the office email system, internet filter software, and ensuring that the security procedures for the desktop system within the office network are appropriate and are being followed

Training Provider

• QA LIMITED

Training Course

• Information communications technician (level 3)

What You'll Learn

Course Contents

• Interpret and prioritize internal or external customer's requirements in line with the organization'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 prioritize 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 organization'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 organizational 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 organizational 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 prioritize internal or external customer's requirements in line with the organization'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 prioritize 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 organization'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