Summary
The apprentice will work as an IT First Line Support Analyst and provide IT support to users, assisting with the efficient running of all IT systems and activities carried out by the IT Department.
Wage
£15,000 a year
Salary range from £15,000-£19,000pa depending on experience and age.
Training course
Information communications technician (level 3)
Hours
Monday to Friday, 9.00am - 5.00pm (1 hour for lunch).
35 hours a week
Possible start date
Thursday 3 April
Duration
1 year 4 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
* Be the first point of contact for the IT Helpdesk; providing telephone, personal and Intranet helpdesk assistance as required.
* Provide basic diagnostics and simple fixes.
* Escalate issues internally and externally, keeping the IT Helpdesk up-to-date accordingly.
* Take ownership of user's issues, be proactive in response and provide/arrange training and advice as necessary.
* Liaise with external support and maintenance companies as required.
* Undertake regular system checks as required.
* Assist with IT housekeeping.
* Assist with the implementation of software, hardware, projects and office/staff moves as required.
* Scan incoming documents, downloads, file sharing applications and disks/USBs etc, and securely copy and download etc as required by users.
* Ensure the reliability, availability, confidentiality and security of all the Firm’s data and information.
* Actively promote Cyber Security awareness throughout the Firm.
* At all times to exercise high standards of client and user care in a professional and pleasant manner.
* Assist the Director of IT and Innovation and IT Infrastructure Manager with specific tasks as requested.
* Be active in promoting the services of the Firm and its image and ethos.
* Undertake any other duties and responsibilities as may be determined by the Director of IT and Innovation and / or Senior Managers / Firm leaders
* Act in a professional and courteous manner when dealing with clients, potential clients, and third parties; always projecting a professional image of the Firm.
* Prioritise and manage own workload to deliver and effective service, ensuring HoD is kept informed of issues, delay or planned absence.
* Work collaboratively to achieve own and department’s financial KPIs and objectives.
* Act at all times in accordance with legal, regulatory and internal risk management requirements, and the Firm’s office manual.
* Promote the services of the Firm, and its image and ethos.
* Demonstrate a commitment to personal development, the firm’s competencies, and bring new skills to the Firm.
* Support office and firm-wide initiatives and participates fully in their delivery.
* Ensure the confidentiality and security of the Firm’s and client’s documentation and information.
* Any other duties deemed appropriate to this position.
Where you’ll work
Concept House
6 Stoneycroft Rise, Chandler's Ford
Eastleigh
SO53 3LD
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
TECHNICAL PROFESSIONALS 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
Expected duration: 16 months
Apprenticeship level: Level 3 (Advanced)
Programme: Information Communications Technician
During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Information Communication Technician standard.
The training covers the following core occupational duties:
Requirements
Essential qualifications
GCSE in:
* English (grade 4)
* Maths (grade 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
* Team working
* Time management
* Interpersonal skills
* Good listener
* Receptive of feedback