Summary
Reporting to the ICT Service Operations Manager you will provide ‘first line’ technical support to Sureserve users, located across several sites. Candidates will be required to log and manage incoming calls through to resolution.
Wage
£16,000 a year
Option for addition to on-call rota once passed apprenticeship.
Training course
Information communications technician (level 3)
Hours
08:00 - 16:30, working days TBC.
37 hours 30 minutes a week
Possible start date
Monday 3 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
Candidates must possess excellent communication skills and understand the importance of providing outstanding customer service. Candidates are required to have high levels of concentration, an efficient way of working and the ability to maintain composure under pressure. The role requires strong organisational skills and the ability to prioritise based on the situation.
Candidates are expected to have the aptitude to understand and work on computer hardware and software in varying configurations. A positive ‘can-do’ attitude is required to align with the rest of the ICT Department.
* ay-to-day user support of over 4500+ employees over 11 companies in person, via email and phone
* Incident management, from logging through to resolution
Request fulfilment including but not limited to:
* Mobile provisioning
* Laptop provisioning
* Software requests
* Other user-specific requests
* Provide technical advice to employees and team members
* Maintain ownership of jobs and communication to achieve targets set by the business
* Assist in the monitoring of Sureserve infrastructure, raising support calls and escalating when appropriate
* Attend other sites with other members of ICT to provide support and fulfil requests
Where you’ll work
Liverpool Innovation Park
Edge Lane
Liverpool
L7 9NJ
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
CITY OF SUNDERLAND 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
Information Communication Technician (Level 3/Advanced).
On-the-job training will be provided by other team members, offering mentoring and support.
Off-the-job training will be provided by Sunderland College, remotely via teams.
Requirements
Essential qualifications
GCSE in:
* English (grade Grade 9-4 or A*-C)
* Maths (grade Grade 9-4 or A*-C)
Desirable qualifications
GCSE in:
* ICT (grade Grade 9-4 or A*-C)
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
* Presentation skills
* Administrative skills
* Analytical skills
* Logical
* Team working
* Initiative
* Non judgemental
* Patience
Other requirements
There may be potential for out-of-hours working as required by the business, however, this will be considered overtime and is not contractual.