Summary
Are you passionate about technology and eager to start your IT career? Cloud Central in Hilton, Derby is looking for an IT Support Engineer Apprentice! This is a great opportunity to gain hands-on IT support experience while earning and learning. No experience needed, just a passion for problem-solving and a positive attitude towards learning.
Wage
£16,000 a year
Training course
Information communications technician (level 3)
Hours
Monday - Friday, 8.30am - 5.30pm
40 hours a week
Possible start date
Friday 28 March
Duration
1 year 6 months
Positions available
1
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
This is a full-time on-site role for an Apprentice Information Technology Support Specialist located in Derby. As an IT apprentice, you be responsible for providing technical support, troubleshooting desktop computers, and offering help desk support.
Full training will be given to any successful candidate, but the role will consist of the following activities:
* Providing Tier 1 support for tickets logged via the company helpdesk, phone, applications or email per agreed SLA
* Liaise with third-party software & hardware vendors and provide resolution for issues not rectifiable in house
* Follow up on outstanding requests and ensure a timely resolution
* Create user accounts, configure and install hardware as part of the new starter & leaver process
* Remote support of users in both the UK and internationally
* Administration of Active Directory, Azure Entra
* Microsoft 365 Products, Teams, SharePoint & OneDrive
* Mail Security Platforms
* Mobile voice, data connections and VOIP phone system
* Mobile Device Management Platform
* Anti-Virus Management Console
* Support audio, video and IT equipment in conference & meeting rooms
* Perform administrative support duties
* Documenting procedures for internal use
* Producing "How to Guides" for end users and publishing on the company Knowledge base online portal
* Working extra hours to meet deadlines, as required and where reasonable
Where you’ll work
BADGERS FARM
WILLOWPIT LANE
HILTON
DERBY
DE65 5FN
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
ALTHAUS DIGITAL 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
Information communications technician Level 3 Apprenticeship Standard:
* 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
Requirements
Essential qualifications
GCSE in:
* English (grade C / 4)
* Maths (grade C / 4)
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
* Organisation skills
* Customer care skills
* Problem solving skills
* Number skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative
* Non judgemental