Summary
This is an exciting opportunity to provide high quality 1st line technical support and customer service to Levett Consultancy contracted clients while achieving a Level 3 Information Communications Technician apprenticeship qualification.
Wage
£18,000 a year
Training course
Information communications technician (level 3)
Hours
Monday - Friday, 8.00am - 5.00pm.
35 hours a week
Possible start date
Tuesday 1 April
Duration
1 year 6 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 1st line technical support in line with the ITIL methodology and company support service definitions ensuring all tickets are recorded within the service desk along with the time taken to resolve
* Be a team player by creating or updating knowledge base articles for tickets you have resolved to help colleagues who may encounter similar incidents or problems in future ensuring excellent team work
* When contacted by a customer, act as the first point of contact for the technical support request using both written and oral communication are documented within the associated service desk ticket ensuring excellent customer service
* Respond to support requests from your line manager or delegated customer account, recording detailed diagnostic information and using appropriate knowledge bases, logs or other tools provided by the company to allow for an informed diagnosis
* Undertake resolution activities based on the informed diagnosis of the support ticket, ensuring the ticket is promptly resolved or escalated to the appropriate internal resource
* Communicate effectively with colleagues,customers and 3rd parties using both written and oral communication skills
* Establish a good working relationship with colleagues, customers and 3rd parties
* Maintain assigned contracted customers IT systems for safe, effective use by all end users
* Maintain service continuity by documenting any changes to the customer IT systems within the designated client Change Management Database (CMDB)
* Undertake the scheduled proactive management of the customer IT systems ensuring any issues found are recorded and promptly resolved or escalated to the appropriate internal resource whilst ensuring excellent communication with lead customer contact
* Follow the agreed maintenance schedules for your assigned contracted customers; managing the efficient implementation of backup including data restoration, virus protection, security procedures and data protection policies
* Assist the PMO in the delivery of a project as directed by your line manager, ensuring all tasks are completed against agreed quality assurance procedures and correct governance is applied
* Under the direction of your line manager when requested provide accurate and informative advice and guidance to customers to ensure that they are able to gain the full benefit from any investment Levett Consultancy services and solutions
* Under the direction of your line manager when requested, provide product training to staff or customers, ensuring positive and productive outcomes for recommended products and solutions
* Identify and record new leads or products for Levett Consultancy by informing the Business Support Team
* Install and configure end user client device hardware operating systems and applications as directed by your line manager
Where you’ll work
Essex Technology and Innovation Centre
Fyfield Road, The Gables
Ongar
CM5 0GA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
CHELMSFORD 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 Communications Technician Level 3 Apprenticeship Standard
* A work based tutor will be allocated to the apprentice and the training will take place online and in the workplace
Requirements
Essential qualifications
GCSE in:
* English (grade 4-9)
* Maths (grade 4-9)
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
* Logical
* Team working
* Initiative
* Patience
Other requirements
The successful candidate will be subject to an enhanced DBS check. The candidate will need a full driver's licence and be able to commute to the office in Ongar and into London to undertake jobs at a customer's premises.