Summary
The IT Support Apprentice is responsible for triaging and dealing with all incoming IT Support Helpdesk tickets, including diagnosing computer/laptop problems, application support for the business’ core systems, installing software, and performing upgrades on computer equipment and programs. They will also take part in network projects.
Annual wage
£15,990 a year
Wage will increase each year.
Training course
Digital support technician (level 3)
Hours
Monday to Friday, from 07:45 to 15:45. Possibility of weekend work.
37 hours 30 minutes a week
Possible start date
Monday 15 September
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
The working week will consist of setting uip computer equipment, scheduling maintenance and assisting employees in the use of programs.
Below is a list of bullet points:
* Resolving technical problems through the ticketing system
* Troubleshooting faults on core network infrastructure
* Building and configuring new hardware to agreed specifications
* Installing and updating business approved software packages
* Supporting end-users with setting up and configuring equipment in person or over the phone
* Creating and maintaining support documentation as required
* Communicate with end-users on maintenance schedules
* Minimise operational downtime
* Maintain IT Asset Registers for Hardware and Applications used in the business
* Assisting the IT Support Team as and when required
* Ad-hoc additional duties as required by the business
Where you’ll work
The Docks
Falmouth
TR11 4NR
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
CORNWALL COLLEGE
Your training course
Digital support technician (level 3)
Equal to A level
Course contents
* use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
* use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
* apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
* provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
* operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
* communicate effectively through a variety of different channels using terminology appropriate to the audience
* use digital resources to extend own knowledge and skills relevant to their role
* risk assess the organisational impact of decisions that they take
* use digital systems to identify productivity and performance improvements
* use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
* maintain system security in line with organisational policies.
* support digital operations or digital change and transformation activities.
* investigate application problems and enable resolution to maintain productivity and improve quality of service.
* coach and guide stakeholders to develop their applications skills to use digital systems effectively.
* monitor data to analyse systems use and provide insights to recommend use or applications developments.
* support customers in the use of information, products and services through digital channels.
* diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
* maintain end-user systems physically or remotely. For example: software, hardware or operating systems
* provide and direct end-users to tools and resources to help them to resolve their digital problems.
* use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
* use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
* apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
* provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
* operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
* communicate effectively through a variety of different channels using terminology appropriate to the audience
* use digital resources to extend own knowledge and skills relevant to their role
* risk assess the organisational impact of decisions that they take
* use digital systems to identify productivity and performance improvements
* use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
* maintain system security in line with organisational policies.
Your training plan
The training will consist of 4 days within the workplace and 1 day per week at Cornwall College, St Austell Campus.
Those completing the Digital Support Technician apprenticeship will be recognised for entry onto the BCS, the Chartered Institute for IT, Register of IT Technicians confirming SFIA level 3 professional competence. Those completing the apprenticeship can apply for registration.
Requirements
Desirable qualifications
GCSE or equivalent in:
* English and 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
* Non judgemental
* Patience
Other requirements
The apprenticeship will involve working outdoors with the dockyard. Please feel free to send your CV and cover letter to A&P Falmouth Training and Development Officer David Mayle at the following email address: david.mayle@ap-group.co.uk