Job Role: Information Communications Technician

Job Summary

Assist in the diagnosis of, and the repair of, computerised device failure, software failure and software installation failure. To sell our range of hardware and software products and to assist customers at the counter and on the telephone.

What You'll Do at Work

• Assist in the diagnostics and repair of hardware/software failures and user generated issues
• Use your knowledge of Windows and Mac OS software to troubleshoot issues and resolve them for the user, both in person and via remote support
• Interact with customers in our store and answer customer queries on the telephone and by digital contact
• Assist customers in our store with the purchase of hardware, software, printer ink and accessories
• Maintain good and safe housekeeping standards in the shop and workshop areas
• Comply with Company dictated procedures in the handling of computerised devices, data security and protection, cash handling and customer record-card completion
• Comply with company dictated procedures concerning the safe handling of electrical goods, chemicals (cleaning fluids, solvents), fire safety equipment and security routines
• Attend Company sourced training courses in association with your Apprenticeship Learning Plan
• Sign and comply with the Company’s dictated procedure in the reporting of illegal and legal adult digital content
• Comply with our Equal Opportunities and Equitable Access policy
• Comply with our dress/uniform code

Where You'll Work

49 LEASOWE ROAD
WALLASEY
CH45 8NY

Training Details

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

Training Provider

ESTIO TRAINING LIMITED

Training Course

Information communications technician (level 3)

[Understanding apprenticeship levels](opens in new tab)

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