Apprentice ICT Technician

Apprentice ICT Technician providing first-line IT support to customers and staff, assisting with hardware, software and network issues while gaining hands-on experience and working towards the Level 3 Information Communications Technician qualification.

What you'll do at work

• Provide first-line technical support to customers and internal users via phone, email and in person.
• Diagnose and resolve hardware, software and network issues, escalating where appropriate.
• Set up, configure and maintain IT equipment including laptops, desktops, printers and mobile devices.
• Support users with day-to-day IT tasks such as password resets, software installations and account management.
• Log and document technical issues and resolutions accurately using the company ticketing system.
• Respond to help desk tickets and provide remote support to users.
• Provide technical support for Microsoft 365, Azure, Windows Server, Windows 10/11, macOS and associated hardware.
• Troubleshoot and resolve technical problems in a timely manner in line with service level agreements.
• Maintain inventory records for IT equipment and software licences.
• Support the team with ongoing projects, system upgrades and approved technical implementations.
• Follow and maintain company IT policies, data protection requirements and cybersecurity best practices.
• Keep up to date with developments in IT and cybersecurity relevant to the business and its customers.
• Review operational procedures and documentation with a view to continuous improvement.

Where you'll work

17 MIDLAND COURT
STATION APPROACH
OAKHAM
RUTLAND
LE15 6RA

Training provider

VELOCITY 1ST 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