Summary
We're looking for An Apprentice Engineer to deploy and manage our Products and Services. This is a mixed role, both Field Engineer, helpdesk and workshop technician. The ideal candidate will have a keen interest in IT, an analytical mind with a real problem-solving ability. If you're excited by helping our end users get the best out of their tech
Annual wage
£10,982.40 a year
The role will initially start at £6.40 p/h, however it will include regular reviews with the view to increase this throughout the Apprenticeship.
Training course
Information communications technician (level 3)
Hours
Monday - Friday, 9.00am - 5.00pm
33 hours a week
Possible start date
Monday 3 February
Duration
1 year 3 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
* Provide remote helpdesk IT support to IT clients
* Plan and Implement IT infrastructure projects to IT clients
* Develop skills to resolve IT issues especially with Microsoft M365, Email, Google Workplace, Cyber Security
* Manage Telecoms client’s requirements, resolving issues, making system changes, updates and planning for holidays periods
* Maintain detailed records of repairs and maintenance works
* Provide routine and emergency fault diagnosis and repair of office technology
* Provide service to Printer/MFP fleets
* Maintain and provide an accurate record of stock and parts inventory
* Assist in the ordering of parts and materials for the ongoing service of office technology
* Provide setup, commissioning, and delivery of office technology products to locations around Yorkshire and beyond
* Train end users in the proper use and training of the hardware and software provided
* Maintain accurate records for expenses, mileage, and other relevant information in line with the role
* Perform other duties as assigned by your line manager
* Perform to KPI's in line with company policy
* Influence product development by working closely with our product, marketing, and sales teams to collect and digest user feedback
* Contribute to our support documents to ensure they're clear and accurate, and research and write new content to fill any gaps
* Help improve the technical knowledge of our sales team, coaching them on new developments within 360 Office and the wider360 Office ecosystem
Personal characteristics:
* Maintain a laser focus on quality, with top-notch written and spoken communication
* A technical predisposition, and the desire to learn
* Demonstrable exceptional writing skills and attention to detail
* A can-do attitude with a focus on delighting users
* Willingness to work hard with an excellent work ethic
* Full Clean UK Driving License & Car
Where you’ll work
9 Mechanic Lane
Hull
HU3 2DB
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
VELOCITY 1ST 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
* Velocity apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team
* Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects
* Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme
Successful completion of this apprenticeship gives you an accredited Level 3 IT Support Technician qualification, with training in how to:
* Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras
* Address IT issues by prioritizing in response to customer service level agreements
* Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets
* Support the roll out of upgrades or new systems or applications
For a full list of programme modules visit:
Requirements
Essential qualifications
GCSE in:
* English & Maths (grade Minimum 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
* Presentation skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative
* Non judgemental
* Patience