IT Support Apprentice

Assist and direct staff or customers when support tickets are raised Support projects team with customer IT projects, including preparing IT equipment, EPOS and other scripted functions, to prepare equipment for live customer projects for our blue-chip client base Identify and implement, where requested by management, any necessary technological advances for enhancing business products and services Maintain and update existing products and services and provide documentation to support and educate employees and customers in said use where applicable Support and maintain software and hardware used in the organisation's day-to-day operations and services Provide an excellent level of service to our customers, being professional and courteous at all times

In addition to the above there may be other duties to carry out in relation to business/customer operational needs as and when required by your line manager to include supporting the warehouse and projects team at busy times and when the helpdesk is not busy. The role will require you to provide excellent levels of service to both internal staff and external customers.

Duties & Responsibilities:

Be considered technical trouble-shooter or, ‘go-to’ person in the event of requirement for first line technical support customer issues fully supported by your colleagues Be nominated support for all matters pertaining to IP Protect Lite, WiFi, Loyalty and Chip & PIN solutions within our customer base Respond in an organised, timely manner to all support issues received inbound across customer base customers and/or sales consultants and be able to perform technical and non-technical system maintenance to support a user or the team, i.e. password resets, running reports, firewall management, rule setting, managing authorised devices and responding to alerts regarding unauthorised devices on the network etc.) – All training provided and internal support of your role Ensure support tickets are responded to and resolved within internal and customer set SLAs where applicable To carry out remote installs and telephone support while customer's self-install  Read manuals, periodicals, release updates and technical reports to learn ways to further respond to issues and questions in respect of all systems and network(s) Provide technical pre-sales support to sales, as and when required Provide out of hours’ support as and when required and agreed with your line manager

Training:

Information Communications Technician Level 3 Apprenticeship Standard:

The classroom training for the ICT apprenticeship comprises of 4 modules.

Each module takes 1 week, and the apprentice will attend this in an online classroom with their designated JBC trainer.

When the classroom training takes place will be agreed at the induction meeting between employer, apprentice and JBC Skills trainer/mentor. We advise a bi-monthly approach to each module
The full 5 days will be required on the training weeks, and the apprentice must be in a quiet, suitable environment for learning to take place. This can either be in the workplace or at home. The class sizes are small (a maximum of 10 learners) so that discussions and assessment can take place between apprentices, peers and trainers.

The 4 ICT modules are:

Networking Fundamentals Mobility and Operating Systems Cloud Fundamentals IT and Business Principles

JBC delivers this apprenticeship over 16 Months total. This is made up of a 13-month training period and a 3-month assessment period that is known as EPA (End Point Assessment).

On the apprentice’s successful completion of the end point assessment, the apprentice will receive the following:

Level 3 Information Communications Technician Apprenticeship Certification.

This apprenticeship is recognised for entry on to the Register of IT Technicians and those completing their apprenticeships are eligible to apply for registration.

Training Outcome:

As well as the chance to receive full on-the-job training throughout, by the end of the apprenticeship you’ll have gained nationally accredited qualifications.

The company also aims to offer the apprentice a permanent role at the end of the training (subject to successfully completing course and objectives.)

Employer Description:
With a legacy that spans more than two decades working with major high street retailers, EIT are the installer of choice for your complete installation needs. Our management team has combined experience of more than 75 years and there are very few situations that we have not experienced or solved when challenges are presented. No job is too big or small and, with an enthusiastic and dedicated project management team, highly trained to work with PRINCE2 methodology, we are well placed to service all of your installation needs. We are accredited installers for Point to Point Encryption (P2PE) and for a vast range of other peripheral services such as cabling and network infrastructure, Telecoms, Electrical, Audio Visual and much more. So often, it's the installation that can make or break the IT project budget. Delays and disruption arising from poorly managed deployment can waste time, tie up your IT resources and damage business performance. Here at EIT we pride ourselves on project delivery being right first time, on-time and...within budget!

Working Hours :
4 days on, 2 days off and cover weekends and Bank Holidays. Christmas Day, Boxing Day and New Year’s Day are Bank Holidays and are classed as days off for all staff. Early Shift: 8am - 5pm. Late Shift: 11am - 8pm. Sunday Shift: 10am - 5pm.

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