IT Technician Apprentice

This apprenticeship role will sit within the IT team and contribute to day-to-day ICT support while developing the knowledge, skills and behaviours required for the Level 3 Information Communications Technician apprenticeship.

Requirements

• A genuine interest in technology and IT systems
• Strong problem-solving skills with a logical approach
• Good attention to detail
• Basic IT knowledge and confidence using digital tools
• Good written and verbal communication skills
• Organised and reliable approach to managing tasks
• Willingness to learn new technologies and develop professionally
• Strong problem-solving skills with a logical and methodical approach
• Good communication skills and ability to support users confidently
• Organised and able to prioritise tasks effectively
• Professional and responsible approach to handling systems and data
• Willingness to learn new technologies and processes
• Able to work independently and as part of a team

Responsibilities

• Assist with the diagnosis and resolution of hardware, software and network issues
• Support the installation, configuration and maintenance of devices and systems
• Assist with user account management and system access
• Support system monitoring, updates and routine maintenance
• Maintain accurate records of support requests and technical activity
• Communicate with colleagues and stakeholders to provide effective IT support
• 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