Summary
Firebrand Training have an exciting new opportunity for an IT Technician Apprentice with Pentre Tech an IT Support service company based in Ellesmere Port. Duties include provide first-line technical support to our clients, solving their hardware and software issues via phone, email, and on-site visits plus more.
Wage
£15,000 a year
£15,000 - £18,000 per annum
Training course
Information communications technician (level 3)
Hours
Monday to Friday, Shifts to be confirmed.
37 hours 30 minutes a week
Possible start date
Monday 24 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
Pentre Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Your duties and responsibilities in this role will consist of:
* Helping Clients: Provide first-line technical support to our clients, solving their hardware and software issues via phone, email, and on-site visits
* Keeping Systems Running: Assist in maintaining, monitoring, and updating IT systems to ensure they're running smoothly and securely
* Setting Up Tech: Help with the installation and configuration of IT equipment and software, making sure everything works perfectly for our clients
* Problem Solving: Diagnose and fix technical problems, escalating more complex issues to senior team members when necessary
* Keeping Track: Maintain accurate records of support requests and solutions in our ticketing system
* Delivering Great Service: Ensure every client interaction is positive, leaving our clients happy and satisfied
* Learning and Growing: Take part in training sessions and workshops to boost your technical skills and knowledge
* Traveling to Sites: While you'll be based in our Ellesmere Port office, you will also travel to client sites across Merseyside to provide on-site support
Where you’ll work
Pioneer House, Pioneer Business Park
North Road
Ellesmere Port
CH65 1AD
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
FIREBRAND 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
* Firebrand’s sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation
* Options include pathways for Support Technician, Network Technician and Digital Communications Technician
* Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors
Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship:
* CompTIA A+
* CompTIA Cloud Essentials+
* BCS Level 3 Award in IT Service Management & Business Processes
Key areas covered are:
Support Technician
* Maintenance or repair of systems faults
* Support for the roll-out of installation and commission of new systems or upgrades
Network Technician
* Installation and commission of networks
* Maintenance or repair of network equipment
* Installation, configuration or maintenance task on either ICT related hardware or software
Digital Communications Technician
* Installation and commission of telecoms networks
* Maintenance or repair of telecoms network equipment
* Installation, configuration or maintenance task on either ICT related hardware or software
Requirements
Essential qualifications
GCSE or equivalent in:
* 5 GCSE's including English and Maths (grade (A*-C/9-4 or equivalent))
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
* Problem solving skills
* Team working
* Tech skills
* Customer service skills
Other requirements
What’s in it for you! •Training and Development: A thorough training program and plenty of opportunities for professional growth. •Permanent role upon completion of the apprenticeship depending on performance. •Mentorship: Guidance and support from experienced IT professionals who are invested in your success. •Career Path: Clear pathways for career advancement within Pentre Tech. •Great Workplace: A collaborative, inclusive, and supportive work environment where your contributions are valued. •Lifelong Learning: We are committed to your continuous professional development (CPD) and lifelong learning to help you stay ahead in your career. •Leadership: We promote leadership at all levels, encouraging every team member to take initiative and contribute to our success. •Longevity: We believe in building long-term relationships with our employees and offer opportunities for career longevity within the company.