Summary
We are seeking a bright, enthusiastic Apprentice IT Support Assistant to join our growing team, providing friendly technical assistance and support to our clients via email, telephone, and on-site as needed to ensure the smooth operation of a wide range of IT systems for our diverse and expanding client base.
Annual wage
£12,480 a year
Optional Overtime available when workload permits (up to a total of 40 hours a week)
Training course
Information communications technician (level 3)
Hours
Monday – Friday 9am -5:00pm
37 hours 30 minutes a week
Possible start date
Saturday 15 February
Duration
1 year 9 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
With full guidance the successful candidate will be trained to play a crucial role in building relationships with clients and ensuring the smooth operation of a wide range of IT systems for our diverse and expanding client base.
Duties will include, but will not be limited to:
* Configuring, maintaining and upgrading core network equipment.
* 1st line Email and Telephone support to clients
* Administrating IT systems Such as Office 365, Servers and other Applications
* Record and update detailed Client details on internal systems
* Accurately record and log support tickets in the helpdesk system
* Building, Upgrading and maintaining Laptops/Desktops and servers
Where you’ll work
14 BADGERS OAK
BASSINGHAM
LINCOLN
LN5 9JP
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
LINCOLN COLLEGE
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
* The Apprentice will work towards their Apprenticeship Standard in L3 Information Communication Technician
* The successful candidate will be assigned a dedicated assessor who will provide support and guidance throughout the course
* This is a Day Release programme which means you will attend Lincoln College, 1 day per month, term time only. This will fall within your contracted working hours
Requirements
Essential qualifications
GCSE in:
* English and Maths (grade A*/9 - C/4)
Desirable qualifications
GCSE in:
* IT (grade A*/9 - C/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
* Logical
* Team working
* Initiative
* Non judgemental
Other requirements
•An interest in learning to drive would be beneficial for occasional site visits. •Free onsite parking is available. •Working in shared office building. •Option for additional development training.