Summary
Working with the IT Manager to provide support for all employees within Innovate.
Wage
£15,704 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Training course
Information communications technician (level 3)
Hours
Monday to Friday between 8:30am-5pm.
40 hours a week
Start date
Monday 26 May 2025
Duration
1 year 9 months
Positions available
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you’ll do at work
* Provide a professional and helpful 1st/2nd line support service for all staff within Innovate.
* To work proactively to solve support incidents, monitor the progress of requests/calls and ensure that end‐users are always informed of progress.
* To manage domain user accounts, security groups and physical network access.
* Help in the distribution and management of password security, logging and resetting password changes.
* Build and configure staff IT computer equipment such as workstations, laptops and mobiles to pre-defined specifications and ensure adherence to task lists.
* Work within the team to ensure that the company meets customer expectations and SLA requirements.
* To receive support tickets from end users and resolve at point of contact or escalate to IT Manager where needed.
* Interpret briefs and meet client’s expectations.
* Format and cleanse data for client mailings.
* Set client documents for mass mail campaigns.
* Automate daily tasks to improve efficiency within the team.
* Help with the running of production equipment in collaboration with print room staff.
Where you’ll work
Unit 3, Silver Royd Business Park
Silver Royd Hill
Leeds
LS12 4QQ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
LUMINATE EDUCATION GROUP
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
* Training will take place at Printworks Campus, Leeds.
* You will be required to come to college one day per month.
* You will have regular reviews online, with your Assessor and Line Manager.
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
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative