IT Technical Support Apprenticeship

3 weeks ago

Fareham, United Kingdom Intequal Full time

**Vacancy Overview**:
Working on a busy helpdesk, the apprentice role is very much client facing with a focus on excellent customer service. The apprentice will work within a team of IT engineers solving IT issues for a varied client base. The role has some hardware elementsto it also.

**Working Week**:
Monday to Friday. 830-1700.

**Weekly Wage**:
£200

**Detailed Job Description**:
No two days are the same on the helpdesk. We offer both remote and onsite IT support to our customers across a range of technologies including Cloud, On-Prem Servers, Networking and Hardware installation.
Some of the day-to-day duties for the apprentice are, but not limited to
- Learning and becoming proficient in Support Desk I.T Systems - this will be achieved by being hands-on in the IT support triage environment. Whilst the helpdesk can be a pressured environment, you will benefit by being surrounded by experienced industry expertsthat will help guide and inform you.
- Repairing of I.T hardware, reinstalling operating systems and software - the role will have hardware elements to it, this will be both dealing with new kit and preparing it for new installations, but also older kit and upgrading components and installingnew software versions.
- Problem solving on IT related incidents and problems - as a helpdesk engineer, one of the primary functions is to help customers solve IT incidents remotely. You will need to have the ability to show empathy whilst reassuring the customer the problem willbe solved within the agree contractual SLA’s.
- Commissioning of IT and associated equipment - you will be involved in the installation of new IT kit from time to time and may require you to travel to customer sites. This will give variety to your role, and the opportunity to work in a face-to-face customersituation. You will need excellent customer service abilities and have excellent spoken communication skills.
CORE MODULES
The apprenticeship contains the following three core key modules which seek to develop the
knowledge, skills and behaviours required to be a successful Information Communications Technician.
The final module is a Pathway module to provide specialist career track skills and knowledge depending
on which track was chosen at the outset from the 3 options available.
Computer Fundamentals & Security
Gain an understanding of the core concepts in computing including hardware, software, security and troubleshooting.
Introduction to Networking & Cloud Services
An introduction to the fundamental cloud
concepts of networking and cloud computing, including networking
modules, devices and protocols.
Communication in Support
Support in IT requires good communications skills. Develop your communications skills by exploring the best practices of support.

**Skills Required**:
You should be able to demonstrate your interest in technology as an IT hobbyist. This could be building custom PC's for instance or being the IT support go-to person for family and friends.

**Personal Qualities**:

- Able to work independently, and as part of a wider team
- You will be highly organised, have excellent communication skills and a brilliant telephone manner.
- You will have an eagerness to learn and develop your technical skills.
- You will be enthusiastic, polite, smart and personable.
- Good literacy and numeracy.
- Able to keep accurate records and work within agreed frameworks.

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