Summary
This is a fantastic opportunity for someone looking to kick-start their career in a friendly and supportive office environment, where innovation and ideas are welcome. The right candidate will have a positive attitude, attention to detail and the ability to work under varying levels of workload as the service desk can be unpredictable.
Wage
£16,750 a year
Salary to be reviewed after one year
Training course
Information communications technician (level 3)
Hours
Monday-Friday 8.30am-5pm / 9am-5.30pm with a one-hour paid lunch break,
37 hours 30 minutes a week
Possible start date
Friday 4 April
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
* Respond to customer calls and tickets daily, resolving them within SLA and keep the customer updated at all times. Escalate business critical issues.
* Visit customer sites when necessary to carry out site surveys, installs and resolve faults.
* Represent Equity professionally at all times, ensuring our customers experience is always a positive one.
* Respond to all assigned customer tickets within SLA, make and receive calls to customers, update the necessary internal CRM/ticket system and supplier systems where necessary.
* Contact suppliers where necessary to escalate issues and update internal system with supplier responses.
* Where necessary, order/provision/configure new services for customers.
* Ensure all IT support customers are fully monitored at all times.
* Speak to potential new clients with the sales team where required.
* Arrange and take ownership of customer projects where appropriate.
* Maintain a good understanding at all times of Equity’s product set and take ownership of improving knowledge.
Where you’ll work
Proxima,
1 Grenfell Road,
Maidenhead,
SL6 1HN
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
ISALES ACADEMY 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
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.
More training information
* This is a Level 3 Information Communication Technician Apprenticeship (Support Technician Pathway)
* Classroom sessions are bi-monthly
Requirements
Essential qualifications
GCSE in:
* English (grade 4)
* Maths (grade 4)
Desirable qualifications
GCSE in:
* IT (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
* Organisation skills
* Customer care skills
* Administrative skills
* Team working
* Initiative
Other requirements
Have the right to live and work in UK Ability to travel throughout the UK A full UK driving licence