What you will do in your working day
Customer Support:
* Provide technical support to customers (internal and external) through various communication channels including phone, email, and live chat
Troubleshooting and Diagnosis
* Use appropriate troubleshooting methodologies and tools to identify and resolve ICT problems and fault
3. Technical Specifications:
* Interpret and apply technical specifications relevant to ICT tasks to ensure accurate and effective solution
* Build and update of WordPress websites
Security Compliance:
* Implement and adhere to security policies for ICT tasks, ensuring compliance with organizational requirement
* Issue Resolution:
Use relevant tools and technologies to resolve technical issues, ensuring timely and effective solution
Stakeholder Communication:
* Communicate with stakeholders at all levels, explaining steps to resolve issues or set up systems, and managing escalation and expectations effectively
Testing Methodologies:
* Apply appropriate testing methodologies to hardware, software, and cabling assets to ensure functionality and reliability
Continuous Learning:
* Engage in guided continuous self-learning to stay updated with technological advancements, enhancing relevant skills and taking responsibility for professional development
Documentation and Escalation:
* Document ICT tasks and escalate issues as necessary to ensure a clear audit trail and progression of problems.
Software and Hardware Configuration:
* Install and configure software and hardware, including mobile apps, printers, projectors, scanners and cameras
Issue Prioritization:
* Prioritize IT issues based on customer service level agreements to ensure timely resolution
Security Access Management:
* Administer security access requirements and permissions for stakeholders, including password resets, and escalate as needed
System Rollouts and Upgrades:
* Support the rollout of new systems, upgrades, or applications, ensuring smooth implementation and minimal disruption to operations
The training you will be getting
* Level 3 Information Communication Technician (ICT)
* Support Route
* Day release one day per week
* Middlesbrough College
What to expect at the end of your apprenticeship
* Depending on the circumstances of the business upon completion of the apprenticeship programme there could be a potential position of employment available.