IT Apprentice

**Employer description:**

InTouch Systems is the region’s premier IT Solutions Provider.

Based in Norwich for over 20 years. We have comprehensive expertise of complex IT systems for commercial, governmental and educational organisations. We are customer focused, offering tailor-made features, such as flexible options for in-house and/or externalsupport services.

Our customer base ranges from individuals requiring broadband services through to large commercial organisations requiring a range of network and business IT services.

**Overview:**

Reporting to the IT Manager you will be responsible for dealing with first line support requests and where necessary escalating complex or high priority issues to second line support.

**Main responsibilities:**

**Tasks will over time develop and include:**
- Efficiently, politely and accurately logging client telephone support requests into the call tracking system
- Assisting with troubleshooting system problems and diagnosing and solving hardware/software faults
- Assisting with providing IT support, as directed by Line Manager
- Assisting with setting up new users' accounts and profiles and dealing with password issues
- Workshop repairs - assisting with repair, testing & delivery. Following diagrams and writteninstructions to repair a fault or set up a system
- Responding within agreed time limits to allocated support calls
- Working continuously on a task until completion (or referral to third parties, if appropriate)
- Rapidly establishing a good working relationship with team members and clients
- Any other duties as directed by line manager

**Personal specification:**

**You will need the following skills and experience:**
- A keen interest in IT and technology
- A positive, friendly and professional approach
- A basic working knowledge of the latest Windows operating systems (highly essential)
- Self-motivated with ability to work as part of a team
- Excellent customer service skills
- Attention to detail
- Excellent communication skills
- Good problem-solving and analytical skills
- Good time-management

**As well as:**
- Full, clean driving licence or working towards (desirable)
- Ability to pass a Disclosure and Barring Service (DBS) check (essential)

**Entry requirements:**

The entry requirements for this Azure Cloud Support Specialist programme are as follows:

- GCSE Maths and English (or equivalents) at grades 3+ (D or above)

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

**Find out more here:**

**Working week:**

40hrs a week.

**Future prospects:**

92% of QA Apprentices secure permanent employment after finishing their apprenticeship.

Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

**Important information:**

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.