Apprentice IT Support Engineer

3 weeks ago

Ashford, Kent, United Kingdom IPS International Full time

Do you have a passion for technology? Do you like helping people? Do you have an inquisitive mind and like find a solution to every problem you find? We are looking for enthusiastic, flexible and reliable apprentice to join our growing IT Support team as an IT apprentice and support our customers. Deliver efficient operation and control of IT.

What will the apprentice be doing?

You will join our team of experts will help you grow your technical knowledge on networking, security, cloud services, get involved in IT project and give you a wide exposure on various technologies and tools we use.

You will be a key member of our team as a first point of contact of our technical support lines. You will be working in a busy office and duties as a key member of our team as a first point of contact of our technical support lines. Your activities include the following under the guidance of Helpdesk Engineers.

Provide Telephone, Remote and in house support starting with raising a ticket, and hand onto first leading to second line support. In time, taking on more direct responsibilities as appropriate.

Provide 1st line support to technical customer queries via phone, email and face-to-face contact including

  • Requirements gathering
  • Incidents qualification and recording to ticketing system
  • Initial investigation
  • Provide office-based configuration of hardware and software for new build PCs, prepping them for site install.
  • Carry out basic office duties which can include receiving deliveries and helping the team, but also to accompany engineers to site for site-based training.
  • Assist site engineers with installs and network deployments

Additional duties will include:

  • Answering IT support calls from helpdesk phone line
  • Understanding user requirements, qualifying request, logging request in our ticketing system
  • Troubleshooting first line technical issues
  • Assisting the technical team with PCs set ups
  • Assisting with ongoing monitoring tasks

What training will the apprentice take and what qualification will the apprentice get at the end?

This training programme is completed via an Information communications technician Apprenticeship Standard at Level 3 and learners will achieve a Pearson Level 3 Information Communications Technician qualification.

Apprentices without Level 2 English and mathematics will need to achieve this level prior to taking the End Point Assessment.

Regular training contact will support the learner to develop the occupation standard's knowledge, skills and behaviours. The learner will build a portfolio of evidence-based on real work projects.

The Apprenticeship Standard has three pathways to choose from:

Support Technician

Network Technician

Digital Communications Technician

What is the expected career progression after this apprenticeship?
  • Upon successful completion of the apprenticeship, a full-time position will be offered if available.

Desired skills and personal qualities
  • Communication skills
  • IT skills
  • Organisation skills
  • Customer care skills
  • Presentation skills
  • Willing to learn
Qualifications
  • GCSE or equivalent Maths, English and ICT (Grade 4 and above) essential
Things to consider

Enrolment onto your apprenticeship programme is subject to prior attainment checks, and your Personal Learning Record will be reviewed upon successful appointment. We are also obligated to follow the guidelines around eligibility, set out by the government apprenticeship funding rules. NB: Please include minimum qualifications (GCSE Maths and English grades) in your apprenticeship application. Tailor your application to the vacancy, dedicating 1-2 paragraphs for each question to demonstrate interest in the role and the company. **If you are unsuccessful, you will be automatically added to our Talentpool list where future vacancies will be sent to you. If you would like to opt out of this mailing list please select unsubscribe in the email.**

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