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IT Support Apprentice

Apprentice
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IT Support Apprentice

Type: Apprentice
Location: Recruiting nationally

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

Responsibilities:

  • Assessing Incidents received into the support queue, assigning according to the assignment matrix and responding to customers within the response SLA
  • Following up with customers on Incidents which are awaiting a response from the customer

Day to day administration for Managed Service Customers this will include but is not limited to:

User Admin:

  • Running daily checks and reporting the results to the relevant stakeholders
  • Second line troubleshooting of medium/low priority tickets for specific
    customers/applications and ensuring resolution SLAs are met
  • Ensuring customer satisfaction
  • Use of the Salesforce for time recording
  • Handle special projects with no degradation of ongoing assignments and responsibilities
  • Some out of hours working

Skills / Qualities:

  • Outstanding customer service skills
  • Ability to read / speak English
  • Excellent written, verbal and telephone communication abilities
  • Strong interpersonal skills – must be able to interact with personnel in multiple business roles
  • Self motivation and initiative

Where you’ll work

•Remote working- Travel to Swindon and Corsham, ideally they would want to relocate once the apprenticeship is over.

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

JUST IT TRAINING LIMITED

Training course

Information communications technician (level 3)


Understanding apprenticeship levels (opens in new tab)

What you’ll learn


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

Training schedule

  • 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 schedule has yet to be agreed. Details will be made available at a later date

Requirements

Essential qualifications

GCSE in:

  • English (grade 4/C and above)
  • Math (grade 4/C and above)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • IT skills
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Administrative skills
  • Analytical skills
  • Team working

Other requirements

•MUST BE ELIGIBLE FOR SECURITY CLEARANCE (living in UK for the past 5 years without leaving country for more than 3 months)

About this employer

As a global leader in service management, we help businesses transform their operations with data-driven insights, scalable digital solutions, and measurable results. We take pride in serving a broad spectrum of
industries across the world.

https://www.fusiongbs.com/ (opens in new tab)

⚠ Disclaimer: This job listing is aggregated from a third-party provider and may have closed earlier than stated. Job listings are automatically updated, but availability may change. For the latest updates, visit the employer’s website or browse similar roles on our platform.

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