Summary
Our intention is to equip you over the course of the 18 month program to reach the appropriate skill set with experience to transition into a full time technical role based either on the remote help desk or in the field.
Annual wage
£13,000 a year
Training course
Information communications technician (level 3)
Hours
Monday - Friday, 9.00am - 5.30pm
37 hours 30 minutes a week
Possible start date
Thursday 20 February
Duration
1 year 4 months
Positions available
2
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
Duties will include:
* Months 1 to 8 - You will join the Customer Service Team providing administrative and hardware support to the 1st Line and Projects and Implementation teams
* You will report directly to the 2nd Line Team Leader who works within the Customer Services Department
* You will be required to work in the build room as well as working on specific tasks in the field defined with you by the Management Team
* Months 8 to 16 - You will join the 1st Line Team providing administrative and remote support to our fast growing customer base
* You will report directly to the 1st Line Team Leader who works within the Customer Operations group
* You will be required to work on the Helpdesk as well as working on specific projects and tasks defined with you by the Management Team
* You will not be a call logger, with the expectation being that by the end of your tenure you can resolve at least 85% of all the incidents you log yourself
General Skills & Experience:
* Strong customer care and client facing skills
* Good verbal and written communications skills
* Excellent telephone manner
* Organised, focused and rigorous
* Proven problem solving skills
* Able to work in a team environment
* Must have desire and ability to develop new skills on the job
* Strong team focus and ability to work with and without direct supervision
Attitude:
* Mature attitude in a professional environment
* Desire to be a team player
* Looking for challenges and solutions
* Promotes Customer Service
* ‘Can do’ attitude
* Sense of humour
Technical Skills - An awareness of:
* IT Hardware
* Windows Operating systems
* Microsoft 365
Where you’ll work
2 Seadown Parade
Bowness Avenue
Sompting, Lancing
BN15 9TP
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
JUST IT TRAINING LIMITED
Your training course
Information communications technician (level 3)
Equal to A level
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
Your training plan
* Level 3 Information Communications Technician Apprenticeship Standard
* You will receive full training and support from the Just IT Apprenticeship team to increase your skills
Requirements
Essential qualifications
GCSE or equivalent in:
* 5 GCSEs at grades A*-C/9-4 (or equivalent) includi (grade A*-C/4-9)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Customer care skills
* Problem solving skills
* Team working
* Initiative
* Can-do attitude
* IT Hardware
* Windows Operating Systems
* Microsoft 365