You will be expected to answer log support calls on our helpdesk. Tackle simple support issues or escalate the support to the appropriate team.
You will be expected to drive to external customer sites and support with a wide range of IT support issues.
You will need to be technically minded and you must be comfortable communicating with individuals, groups, and management. Many of our clients are not completely comfortable with the use of technical jargon. An ability to explain yourself in lay terms is necessary.
You must have the ability to pick up skills and familiarise yourself with software quickly and stay abreast of the latest technologies.
Respond to requests for technical assistance in person, via phone, electronically
Diagnose and resolve technical hardware and software issues
Research questions using available information resources
Advise user on appropriate action
Follow standard help desk procedures
Log all help desk interactions
Administer help desk software
Redirect problems to correct resource
Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Prepare activity reports
Inform management of recurring problems
Stay current with system information, changes and update
Provide on site support and be able to commmunicate verbally with customers
Training:
Digital Support Technician Level 3 Apprenticeship Standard
Level 2 English and maths Functional Skills (If applicable)
Training will take place at Protocol B3 2NH 1 day per month
Training on-site at employer
Training Outcome:
Progression route to a team leader
Employer Description:Here at EDIT Ltd (registered as Education & IT Ltd), we offer IT services that include IT support, cybersecurity, disaster recovery solutions, mailing and productivity solutions, and more.
Our bespoke software solutions have produced Entrée Visitor and Contractor Management, which is directing the company into the exciting area of being a Software Solutions Provider. Add-ons to Entrée include incident management for health and safety compliance and resource booking, allowing the end-user to assign hot desks, parking spaces, keys, etc. We see ourselves as solutions providers to problems using technology. We aim to make the lives of clients easier and more efficient to allow them to focus on the things that are important to them.
Our ambition is to grow the company with our existing products, the development of new products, and to chase tenders that solve unique problems.Working Hours :Monday - Friday - shifts (flexible).Skills: Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Logical,Initiative,Patience,Active listener,Good inter-personal skills,Sel-direct learning,Problem solving,Maintain focus....Read more...
NOT SUITABLE FOR COMPUTER SCIENCE GRADUATES
As a Service Desk Technician, you’ll work with cutting-edge hardware and software, ensuring minimal downtime for our clients. With your friendly and professional approach, you’ll interact with end-users, providing outstanding support and maintaining our reputation for excellence.
Key Responsibilities:
•Premier Client Engagement: Act as the primary point of contact, addressing enquiries and technical concerns with professionalism.
•First-Class Remote Support: Provide exemplary 1st line support via remote access tools, swiftly resolving IT issues.
•Expert PC/Laptop Assembly, Repair, and Troubleshooting: Construct, repair, and troubleshoot systems to maintain optimal performance.
•Collaborative Project Support: Assist 2nd and 3rd line technicians, fostering a cohesive team environment.
•Superior Customer Service: Deliver exceptional service, exceeding client expectations.
•Problem-Solving and Analysis: Identify and resolve issues using critical thinking and innovative solutions.
•Documentation and Reporting: Maintain accurate records and provide comprehensive reports.
•Promote Excellence: Foster a culture of collaboration, improvement, and ethical standards.
Skills and knowledge required:
•Proficiency in Microsoft Desktop Operating Systems, including Windows 7/8/10 and Windows 11, is essential for troubleshooting and providing support.
•Familiarity with server operating systems (Server 2022/2019/2016/2012/2008) and key technologies (DHCP/DNS) is preferred.
Experience with Microsoft 365 is highly desirable.
•Strong timekeeping and communication skills are necessary for effective collaboration.
•Ability to work calmly under pressure ensures efficient problem-solving.
•Passion for continuous learning and expanding IT knowledge is crucial.
•Excellent customer-facing support skills enhance the overall experience.
•Adaptability and flexibility in dealing with evolving technologies and diverse client needs.
Security Checks:
LaneSystems require staff to complete DBS & BPSS Checks, this will be completed by LaneSystems following acceptance of an offer from the candidate.
The Package:
As part of this exciting opportunity, the selected candidate will enjoy an enticing package that includes:
•Salary: £15,000
•Continuous Learning: Access in-house and online training (Microsoft, Sophos, Watchguard) to enhance your skills.
•Health Care Scheme: Prioritize your well-being with our comprehensive health care benefits.
•Private Medical Insurance: Enjoy coverage after 1 year of employment, ensuring peace of mind.
•Extra Annual Leave: Celebrate your commitment with an additional day off per year employed.
•Enjoy complimentary Soft Drinks, Tea and Coffee.
•Breakfast items provided to help get your day started.
Join our dynamic team as a Service Desk Technician, providing first-class IT support to a diverse client portfolio. You will have the opportunity to enhance your technical skills, enjoy a competitive salary, comprehensive benefits package, and continuous learning opportunities.
Note:
Please note that this position requires daily attendance at our office. Remote or home working is not possible for this role. Applicants must be able to commute to and work from our office every day.
....Read more...
Responding to helpdesk requests remotely and providing timely technical support
Taking help desk calls, logging and tracking calls, and ensuring that all issues are properly recorded and resolved
Performing hardware and software repairs in their well-equipped workshop facility
Assisting with the installation of hardware and software, ensuring seamless integration and functionality
Carrying out network documentation and reporting to maintain accurate records
Assisting with sourcing IT equipment and software to support ongoing projects
Participating in on-site visits to educational institutions, providing technical assistance and troubleshooting as needed
Training:As an IT Support Technician apprentice, you will play a crucial role in ensuring that IT systems are operating at optimal performance; you will resolve users’ queries and troubleshoot issues within a helpdesk environment.
You will support internal or external customers and help to improve their productivity when using technology to carry out their jobs. You will typically interact with a wide variety of users, and deliver support through digital channels, remotely or in-person.
Throughout your time as an IT Support Technician apprentice, you will develop a mix of hard and soft skills. You will gain expertise in configuring networks and managing user accounts and permissions, but you will also develop crucial soft skills, such as effective communication, problem-solving, time management and customer service.Training Outcome:
There is also a comprehensive training and progression plan in place as an employee with Partnership Education
Employer Description:Partnership Education is seeking a dedicated and motivated individual to join their team as an IT Support Apprentice. This apprenticeship offers a fantastic opportunity to gain valuable hands-on experience in a dynamic and supportive environment.
Partnership Education is a leading provider of educational solutions, dedicated to transforming the learning experience for students and educators alike. As an IT Support Apprentice, you will have the chance to work alongside their experienced team and contribute to their mission of empowering educational institutions.Working Hours :Monday to Friday
9am- 5pmSkills: Communication skills,IT skills,Problem solving skills,Logical,Team working....Read more...
Responding to helpdesk requests remotely and providing timely technical support.
Taking help desk calls, logging and tracking calls, and ensuring that all issues are properly recorded and resolved.
Performing hardware and software repairs in their well-equipped workshop facility.
Assisting with the installation of hardware and software, ensuring seamless integration and functionality.
Carrying out network documentation and reporting to maintain accurate records.
Assisting with sourcing IT equipment and software to support ongoing projects.
Participating in on-site visits to educational institutions, providing technical assistance and troubleshooting as needed.
Training:
https://www.balticapprenticeships.com/programmes/it-support-technician/?apprentice=1
Training Outcome:
Potential for a full time job role upon completion
Employer Description:Partnership Education is seeking a dedicated and motivated individual to join their team as an IT Support Apprentice. This apprenticeship offers a fantastic opportunity to gain valuable hands-on experience in a dynamic and supportive environment.
Partnership Education is a leading provider of educational solutions, dedicated to transforming the learning experience for students and educators alike. As an IT Support Apprentice, you will have the chance to work alongside their experienced team and contribute to their mission of empowering educational institutions.Working Hours :Monday - Friday, 9.00am - 5.00pm.Skills: Communication skills,IT skills,Attention to detail,Team working,Patience....Read more...
Server and device maintenance.
Answering the phone to customers.
Logging tickets with the helpdesk ticketing system.
First line triage and resolution of customer issues.
Establish and meet service level agreements with end users.
Monitor and test network performance and provide network performance statistics and reports.
Commuting to customer sites as required.
Research into new IT processes and systems.
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 qualification:
CompTIA A+
CompTIA Cloud Essentials+
BCS Level 3 Award in IT Service Management & Business Processes
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 telecoms networks
Maintenance or repair of telecoms network equipment
Installation, configuration or maintenance task on either ICT related hardware or software
Training Outcome:
The role offers a permanent role upon completion of the apprenticeship depending on performance.
Employer Description:Addcom IT Limited are an established IT company based in Farnham, Surrey. They provide high quality IT support and IT services to both the educational and corporate sectors. They focus on customer satisfaction and helping their clients reach their objectives through reliable and professional IT support.
Addcom offer a wide range of IT Support and IT Services to cover any challenges business may encounter, these include areas such as:
Cloud Computing, Desktop Migration, Server Migration, Virtualisation, CCTV installation, Audio Visual, Project Management, Network Support, Server Support, Help Desk, VOIP phones, Office 365 Phones Systems among others.Working Hours :Monday to Friday: 09:00 - 17:30.Skills: Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,A keen interest in IT,Good time keeping....Read more...
£28,000 - £35,000 + Benefits
FULL OR PART TIME
In order to provide the wide ranging and exemplary levels of customer focussed support for which our client is renowned, an ambitious, personable and solutions-focussed IT Support Technician is required to join the team on a full-time basis in this highly rewarding, 1st and 2nd line support role.
Our client is the perfect partner to serve an eclectic mix of small and medium-sized businesses based across the South of England, providing every aspect of computer hardware and software support, advice and consultancy to their customers.
Applications for this newly created role are welcomed from individuals looking to build a full or part time career within the IT support industry as part of a small friendly team, whilst avoiding the usual commute into the city. Job seekers with a desire to expand their knowledge of ‘hands-on’ IT support that can demonstrate their passion for learning and all things IT, are encouraged to apply.
The ideal candidate will understand the importance of building trusted relationships with customers through delivering a competent, professional service as part of a role in which nothing is too much trouble. This will often involve working on site in occupied commercial or residential premises. As such, discretion, professionalism, respect and the ability to travel across the south-east, are all essential requirements.Key Responsibilities
Work alongside others to provide support, maintenance and configuration solutions.
Support users, server and storage infrastructure including new installations and reconfigurations.
Build an in-depth knowledge of specific technical areas.
Implementation of hardware and services through onsite or remote work
Effectively evaluate the priority of job requests and be able to appropriately judge when to escalate issues in a busy environment.
Take ownership of jobs to ensure issues are logged and resolved in a timely manner and resolutions communicated effectively.
Be able to produce and contribute to technical documentation.
Self-motivated, ambitious and keen to work in teams including non-technical people as well as autonomously.
A general keenness to learn new skills to help take the business forward.
Ability to work under pressure whilst demonstrating a flexible, enthusiastic and hardworking attitude with minimum supervision.
A keen eye for detail and a character with high standards.
Excellent communication skills, both written and oral.
Skills & Experience
A passion for IT and technology.
Excellent communication skills and telephone manner.
Demonstrable customer centric, technical support experience in a client facing/desk side role position.
Great problem-solving skills with the ability to follow processes and procedures, you will be able to prioritise and manage several pieces of work at the same time.
Good knowledge of PC hardware with experience of diagnosing problems.
Experience with Microsoft operating systems (Windows 7/8/10/11/Server OS), Office 365 and cloud-based solutions.
Good knowledge of networking principles
Experience with MS Windows server 2008 - 2019 or Small Business Server product series.
Full UK driving licence.
Experience with MS Windows OS and Apple Mac OSX.
Hardware repairs including PCs, Laptops and Apple Macs.
This is a wonderful opportunity for an adaptable, customer centred 1st / 2nd Line IT Support Technician to join a well-established, supportive team offering the opportunity to provide a wide range of software and hardware-based solutions to clients throughout the south-east. A competitive salary and benefits package is on offer to the successful candidate, in addition to full training if required. Apply now!....Read more...
Your duties and responsibilities in this role will consist of:
Provide IT advice, guidance, and technical support to all customers (via various engagement channels) which includes O365, Teams, hardware, user devices and desktop applications, software/business applications, etc., using remote management tools where appropriate so that incidents are resolved in a timely manner
Provide excellent customer service as the first point of contact for all IT-related service requests
Strong communicator in providing detailed written responses to people’s requests, as well as clear articulate verbal responses when required
Ensure all incidents and service requests are accurately recorded and actioned, maintaining contact with customers throughout the process
Maintain service desk records, asset registers and a knowledge base, ensuring all data is recorded accurately following data recording requirements and is up to date
Act as a customer advocate, taking ownership and appropriate action regarding the enquiry, including investigation and prioritisation through to resolution, or where necessary passing to appropriate colleagues in other teams
Knowing the right time to escalate issues to avoid delays in resolution
Training:Velocity Apprenticeship training programmes are delivered virtually by our fully qualified and industry-experienced training team.
Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.
Throughout the apprenticeship, learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme.
Successful completion of this Apprenticeship gives you an accredited Level 3 Information communications technician, with training in how to:
Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras
Address IT issues by prioritising in response to customer service level agreements
Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets
Support the roll out of upgrades or new systems or applications
For a full list of programme modules visit: velocity-pt.co.uk
Training and training location to be confirmed, further details will be made available at a later date.
This standard aligns with the following professional recognition:
RITTech for 3
Training Outcome:
The role offers long term security and the opportunity to progress into a permanent position for the right candidate
Employer Description:Velocity Academy are a post 16 private education institution that was incorporated in 2014. Velocity Academy initially started as a commercial training provider delivering health & fitness qualifications across the North of England.
From our successful delivery of classroom and online based qualifications, Velocity Academy gained a rapid reputation of delivering service excellence to our students. Following this model, Velocity Academy is now a private college institution that delivers apprenticeship programmes from level 2 all the way up to degree level apprenticeships. We now boast a diverse portfolio of vocational learning programmes such as business management, administration, health and fitness and technology.
Velocity Academy works with a range of businesses from micro SME’s to large corporate organisations, offering services such as apprenticeship recruitment, apprenticeship learning programmes and self-funded courses. Many of our learning programmes are delivered using our innovative course designs that include our award-winning online virtual classrooms. In addition to our digital style of programme delivery, we also offer tailored programmes to match the employer and students needs with our outstanding classroom based tuition.
Over 1000 students study and qualify through our institution each year, building both soft and hard skills to help them develop as individuals and enhance the UK economy.Working Hours :Monday - Friday. Between 9.00am and 5.00pm (breaks 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...
Your duties and responsibilities in this role will consist of:
Provide IT advice, guidance, and technical support to all customers (via various engagement channels) which includes O365, Teams, hardware, user devices and desktop applications, software/business applications, etc., using remote management tools where appropriate so that incidents are resolved in a timely manner
Provide excellent customer service as the first point of contact for all IT-related service requests
Strong communicator in providing detailed written responses to people’s requests, as well as clear articulate verbal responses when required
Ensure all incidents and service requests are accurately recorded and actioned, maintaining contact with customers throughout the process
Maintain service desk records, asset registers and a knowledge base, ensuring all data is recorded accurately following data recording requirements and is up to date
Act as a customer advocate, taking ownership and appropriate action regarding the enquiry, including investigation and prioritisation through to resolution, or where necessary passing to appropriate colleagues in other teams
Knowing the right time to escalate issues to avoid delays in resolution
Training:Velocity Apprenticeship training programmes are delivered virtually by our fully qualified and industry-experienced training team.
Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.
Throughout the apprenticeship, learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme.
Successful completion of this Apprenticeship gives you an accredited Level 3 Information communications technician, with training in how to:
Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras
Address IT issues by prioritising in response to customer service level agreements
Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets
Support the roll out of upgrades or new systems or applications
For a full list of programme modules visit: velocity-pt.co.uk
Training and training location to be confirmed, further details will be made available at a later date.
This standard aligns with the following professional recognition:
RITTech for 3
Training Outcome:
The role offers long term security and the opportunity to progress into a permanent position for the right candidate
Employer Description:Velocity Academy are a post 16 private education institution that was incorporated in 2014. Velocity Academy initially started as a commercial training provider delivering health & fitness qualifications across the North of England.
From our successful delivery of classroom and online based qualifications, Velocity Academy gained a rapid reputation of delivering service excellence to our students. Following this model, Velocity Academy is now a private college institution that delivers apprenticeship programmes from level 2 all the way up to degree level apprenticeships. We now boast a diverse portfolio of vocational learning programmes such as business management, administration, health and fitness and technology.
Velocity Academy works with a range of businesses from micro SME’s to large corporate organisations, offering services such as apprenticeship recruitment, apprenticeship learning programmes and self-funded courses. Many of our learning programmes are delivered using our innovative course designs that include our award-winning online virtual classrooms. In addition to our digital style of programme delivery, we also offer tailored programmes to match the employer and students needs with our outstanding classroom based tuition.
Over 1000 students study and qualify through our institution each year, building both soft and hard skills to help them develop as individuals and enhance the UK economy.Working Hours :Monday - Friday. Between 9.00am and 5.00pm (breaks 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...
