Summary
Are you a tech enthusiast with a passion for problem solving and top notch customer service? If you're ready to kick-start your IT career in a fast paced, dynamic environment, we want YOU on our team! Apply now and become a 1st Line Support Engineer, where you'll tackle real-world tech challenges and grow your skills every day!
Wage
£14,918.80 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 - Friday, 8.30am - 5.30pm
37 hours 30 minutes a week
Start date
Monday 21 April 2025
Duration
1 year 4 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
Duties will include:
Support customers systems via email, telephone and remote connection.
To reassure customers of quality of service and manage critical failures.
Respond to emails to the Helpdesk Inbox within one hour of receipt and update internal processes.
Ensure tickets are comprehensive for each job and time logging is done correctly.
Own and if necessary, escalate issues.
Perform routine maintenance tasks on customers & company servers.
Travel to customer sites on request.
To have a professional attituded to work and to customers.
Ensure that your time logging is at the required percentage throughout the month.
Where you’ll work
Northampton
NN7 4HE
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
LEARNING FOR FUTURES LTD
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
* All training will be delivered online by Wise Origin, offering flexible, expert led instruction with interactive sessions and digital resources. This ensures apprentices can develop their skills while balancing work commitments.
More training information
* Wise Origin is a national training provider which was established in 2006.
* We deliver further education and provide employment opportunities through our Apprenticeship Programmes and other funded provisions.
* We specialise in Digital, IT & Data Apprenticeships and our aim is to help businesses and individuals make wise decisions for better futures.
* Throughout the program, you will receive dedicated support from your tutor to ensure your success.
* Upon completing your apprenticeship, you will be awarded the Level 3 Information Communication Technician Apprenticeship Standard.
Requirements
Desirable qualifications
GCSE in:
* English (grade A-C or 4-9)
* Maths (grade A-C or 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
* Number skills
* Analytical skills
* Logical
* Team working
* Initiative