Summary
If you are passionate about people and technology, need to be challenged and have a “work hard, play hard” work ethic, then please read on. Duties will include running of the “workshop.” This includes reloading of machines operating systems and hardware diagnostics, plus more.
Wage
£15,704 a year
Training course
Information communications technician (level 3)
Hours
Monday to Friday, 8.30am to 5.30pm.
37 hours 30 minutes a week
Possible start date
Wednesday 2 April
Duration
1 year 6 months
Positions available
2
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
Reporting directly to the Service Desk Team Leader this position encompasses the delivery of 1st line remote support and triage services for all contracted and non-contracted clients.
This position requires clear communication, co-ordination and time management to ensure clients expectations and contractual obligations are maintained.
The ability to work logically and maintain control whilst under pressure and make firm decisions based on common sense and judgement in difficult situations is paramount.
* Delivery of 1st line remote support services to contracted and non-contracted customers
* Triaging incidents and service requests that are logged by all customers, either by phone, email, live chat or portal
* Ensuring all incidents and service requests are logged into ITSM package
* Ensuring all SLA obligations are met in delivery of above services
* Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated to appropriate team/s (see latest guidelines)
* Implementation and/or fulfilment of remote service requests and installations when required
* Recommendations of relevant improvements, new technical procedures, products or services to line management
* Running of the “workshop.” This includes reloading of machines operating systems and hardware diagnostics
Where you’ll work
Utilize House
Bentalls
Basildon
Essex
SS14 3BX
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
JUST IT TRAINING 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
* ICT (Information Communications Technician) Level 3 Apprenticeship Standard
* You will also receive full training and support from the Just IT apprenticeship team to increase your skills
* Your training will include gaining a Level 3 IT qualification
* Training schedule has yet to be agreed. Details will be made available at a later date
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade 4/C and above)
* Math (grade 4/C and above)
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
* Number skills
* Analytical skills
* Logical
* Creative
* Positive attitude
* Willingness to learn
* Team Player
* Hard-working
* Motivated
* Passion for ICT