Months 1 to 8:
The apprentice will join the Customer Service Team providing administrative and hardware support to the 1st Line and Projects and Implementation teams
You will report directly to the 2nd Line Team Leader who works within the Customer Services Department
You will be required to work in the build room as well as working on specific tasks in the field defined with you by the Management Team
Months 8 to 16:
The apprentice will join the 1st Line Team providing administrative and remote support to our fast growing customer base
You will report directly to the 1st Line Team Leader who works within the Customer Operations group
You will be required to work on the Helpdesk as well as working on specific projects and tasks defined with you by the Management Team
You will not be a call logger, with the expectation being that by the end of your tenure you can resolve at least 85% of all the incidents you log yourself
General Skills & Experience:
Strong customer care and client facing skills
Good verbal and written communications skills
Excellent telephone manner
Organised, focused and rigorous
Proven problem solving skills
Able to work in a team environment
Must have desire and ability to develop new skills on the job
Strong team focus and ability to work with and without direct supervision
Attitude:
Mature attitude in a professional environment
Desire to be a team player
Looking for challenges and solutions
Promotes Customer Service
‘Can do’ attitude
Sense of humour
Technical Skills - An awareness of:
IT Hardware
Windows Operating systems
Microsoft 365
Training:
Level 3 Information Communications Technician Apprenticeship Standard
You will receive full training and support from the Just IT Apprenticeship team to increase your skills
Training Outcome:
Tech and digital professionals in London earn an average salary of £52,500 per year, so this Apprenticeship could be the start of a very promising and profitable career
Employer Description:Virtual IT is looking for an apprentice eager to establish a career in IT Support in our education division, JSPC. To complement the Information Communications Technician apprenticeship standard, Virtual IT will provide vocational experience learning and contributing to the customer experience via our remote support helpdesk based in Lancing and via our deskside support commitments in the field where you will be mentored by our Field Engineers.
Our customer base is comprised of approximately 300 schools throughout West Sussex. In terms of the technology stacks you will be exposed to, this will include desktop and mobile devices running Windows Desktop and Chrome OS in traditional on-premise infrastructures running virtualised Windows Server environments through to full cloud solutions that leverage the Microsoft 365 suite. You will gain experience in a number of backup solutions, and networking (physical and wireless) technologies.
They are one of the pre-eminent Managed Services Provider in the South of England supporting over 10,000 users for their IT and security, delivering a broad range of cloud, hybrid cloud, cyber security, vulnerability testing, and support solutions, bringing together the best technology sets to address their client’s ever-changing requirements.Working Hours :Monday - Friday, 9.00am - 5.30pmSkills: Communication skills,IT skills,Attention to detail,Customer care skills,Problem solving skills,Team working,Initiative,Can-do attitude,IT Hardware,Windows Operating Systems,Microsoft 365....Read more...
Be a friendly face of IT while users are experiencing problems.
Taking requests from users via in email, ticketing system, telephone and in person.
Logging full details of time and work undertaken to ticketing system.
Completing initial troubleshooting in a timely manner.
Monitor the Support ticket system for incidents requiring escalation or urgent attention.
Build and maintain desktop/laptop PCs/Macs and Windows Servers.
Follow and apply IT policies and procedures applicable to teach client.
Help and advice with Ad-Hoc IT requirements from clients.
Diagnose and resolve hardware and software faults.
System health checks.
Software and App support.
Travel to visit other business to help with IT Support.
Travel to other business to collect equipment from customer sites.
Install Hardware on client's sites.
Install infrastructure wiring on client's sites.
Undertake other such duties as may be reasonably required, including the possibility of out of hours working when required for projects.
Training:Firebrand’s sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation. Options include pathways for Support Technician, Network Technician and Digital Communications Technician. Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors. Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship:
Microsoft Certified Azure Fundamentals (AZ-900)
CompTIA IT Fundamentals+
Certiport IT Specialist Networking
Microsoft Certified Azure AdministratorAssociate (AZ-104)
Key areas covered are:
Support Technician:
Maintenance or repair of systems faults
Support for the roll-out of installation and commission of new systems or upgrades
Network Technician:
Installation and commission of networks
Maintenance or repair of network equipment
Installation, configuration or maintenance task on either ICT related hardware or software
Digital Communications Technician
Installation and commission of telecomsnetworks
Maintenance or repair of telecoms networkequipment
Installation, configuration or maintenancetask on either ICT related hardware or software
Training Outcome:Full-time position may be available for candidate at the end of the apprentice. Employer Description:ITSSIE Ltd is a company based in Harlow,specialising in IT Support for small to medium sized businesses in and around the Essex area.
ITSSIE Ltd is able to provide tailored solutions for all aspects of IT including installations, taking pride in a personalised solution to fit the customer’s needs, and using their knowledge and experience to give advice on what is required and ensuring projects are completed to a high standard.Working Hours :Monday to Friday 9am to 5pm (35 hours Per Week) 1 Hour LunchSkills: Communication skills,Problem solving skills,High customer focus,Can do attitude,Interpersonal skills,Friendly and confident,Able to learn fast and adapt,Flexible and adaptable,Able to manage own time,Ability to prioritise....Read more...
Take, log and progress tickets on the helpdesk system
Routine, planned and reactive maintenance IT equipment and peripherals across the client base, including cleaning
Hardware and software repairs in a workshop facility
Carry out network documentation and reporting
Diagnose and resolving faults on IT equipment
Refer serious technical and support problems to senior staff and the appropriate technical/support facility, to ensure the quick resolution of faults
Install software and hardware including the updating of drivers and antivirus software
To record and update requests for support and maintenance with feedback to requestors regarding progress
Provide support for Server based operating systems, desktop and office 365
Attend relevant courses in respect of professional development of ICT knowledge
Undertake small local projects and participate in larger projects under direction
Always maintain confidentiality in respect of customer-related matters and to prevent disclosure of confidential and sensitive information
To be familiar with the requirements of Data Protection legislation and to ensure compliance with it
To undertake any other duties of a similar level and responsibility as may be required
Training:
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 Outcome:
Career progression opportunities
Potential full-time position after successful completion of Apprenticeship
Employer Description:Driving Success Through Technology Customer focused IT Support, Cyber Security and Communications solutions, from one of the UK’s leading Managed Service Providers.Working Hours :Monday - Friday, 9.00am - 5.00pmSkills: Communication skills,IT skills,Attention to detail,Customer care skills,Problem solving skills,Analytical skills,Logical,Team working,Creative,Patience....Read more...
Do you love IT and Tech? Would you like to work with a friendly team, learning from specialists? We provide Managed IT Services to small to medium sized businesses based primarily throughout the South West. The team are growing and they are looking for an apprentice to assist in the provision of IT support services customers and to liaise with other members of the team. This is a really exciting opportunity to develop your IT skills and learn from a team of true experts.
Responsibilities
Working in a supportive team, you’ll be providing support via telephone, remote support tools and at customer premises primarily supporting Microsoft Windows based networks, systems, desktop and cloud applications. You’ll also have the opportunity to be involved in the planning and execution of larger project work, including server installation / upgrades, office relocations, new office set up etc.
There is also an opportunity to learn and be involved in entire business, assisting with improving the office function, identifying and developing business opportunities, quoting new business and analysing the progress of the business.
You will learn:
Respond to phone and email support and customer requests in a timely fashion
Attempt to resolve support requests and issues before escalating
Check customer Backups daily, resolving and monitoring on-going issues and liaising with support
Check daily customer Anti-Virus software status and escalate accordingly
Assist in arranging support diary and liaise with customers to arrange convenient appointments
Document important customer information and procedures
Provide accurate notes of work carried out and enter time and equipment costs for billing purposes in helpdesk system
Maintain all information on the customer database
Forward quotes and recommendations to customers as required
Assist in the purchase software or hardware as required
Assist with large projects – i.e. office moves, server installations
Delivery and setup of equipment at customer sites
Developing opportunities with current customer base
Other duties as needed or required
Candidates must be able to reliably commute on a day-to-day basis.Training:During this advanced apprenticeship, you will learn a vast range of knowledge, skills and behaviours, covering topics such as:
Data Security
Hardware & Software
Computer Networking and so much more
You will undertake the ground-breaking Professional Apprenticeships Information Communications Technician Level 3 qualification. Professional Apprenticeships are an Ofsted Outstanding rated training provider and hold the title of Bristol and Bath Apprenticeship Training Provider of the Year for 2021.
The programme is designed to mould you into a high-level, all-rounded technician. You will learn in detail about:
Cloud & Mobile Technologies
Technical Problem-Solving
Advanced Data Security
Computer Networks
IT Communication & much more
These modules are designed to jump-start your career and make you stand out in an increasingly competitive field, boosting your future earning potential.Training Outcome:As a growing, people first organisation, we are dedicated to investing in their staff with opportunities to expand into all areas of the business, from IT Support to Technical Sales to IT Account Management. Based on your skills and focus, you will have the opportunity to grow with the company with ongoing training and exposure to new technology, scenarios and workload.Employer Description:Working with this company, you can look forward to working in a down-to-earth team where fun at work is as important as delighting their customers with the expert service they provide.Working Hours :Monday to Friday, times to be confirmed.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,Team working,Creative,Initiative,Non judgemental,Patience....Read more...
