Summary
Velocity Academy have an exciting new opportunity for a Support Analyst with ZiAAS Ltd, an MSP Company based in Teddington. You will be organising and prioritising IT issues, diagnosing and solving technical issues.
Wage
£18,000 a year
Training course
Information communications technician (level 3)
Hours
Monday to Friday 9am to 5pm.
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
The Support Analyst is a key position. You will be the public face of our support department providing our customers with a 1st class service. You will be organising and prioritising IT issues, diagnosing and solving technical issues. Maintaining IT equipment and processes.
Your duties and responsibilities in this role will consist of:
* 1st point of call for all Support related issues
* Responding to support calls within strict SLAs and ensuring customer satisfaction
* Handling support calls and escalations from end users
* Building/repairing workstations
* Carrying out any initial troubleshooting
* Escalating tickets to 2nd and 3rd line support where necessary
* Attending customer sites to resolve issues which cannot be handled remotely
* Preparing and configuring customer equipment as required
* Ensuring the smooth day-to-day running of IT Support
* Maintenance and administration of Windows Desktop environment, including all features such as:
* Troubleshooting desktop issues
* Networking connectivity
* Installing and managing software
* Basic software and hardware trouble shooting
* Lead project teams to help deliver and support IT changes where needed
* Following reasonable requests from your Line Manager
Where you’ll work
Unit 16
Teddington Business Park, Station Road
Teddington
TW11 9BQ
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, 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 prioritising in response to customer service level agreements
* Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets
* Support the rollout of upgrades or new systems or applications
For a full list of programme modules visit: velocity-pt.co.uk
Requirements
Desirable qualifications
GCSE in:
* or equivalent 5 GCSE's including English & Maths (grade Grade A*-C/9-4)
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
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Initiative
* Non judgemental
* Patience