The number one goal of everyone in our team is to make our clients exceptionally happy. The ApprenticeIT Technicianplays an important role in making sure that happens.
The Apprentice IT Technician handles the first level support requests that come in from our clients. They are the first to touch a help desk ticket and make sure that the issue is handled quickly and the client is informed of what to expect every step of the way.
When help is needed the Apprentice IT Technician can get help from, or escalate issues to, other members in Service Delivery Team.
Key Duties:
Provide the client with remote troubleshooting
Use our Ticketing System to work on and resolve Help desk Tickets & Service Requests
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes
From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise then IT Technicians will be required to help with project delivery
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Skills and Attributes Desired:
A love of (and ability to) solve problems & challenges
Great communications skills, founded in being a good listener
An understanding of support tools, techniques and how technology is used to provide services
Strong understanding of operating systems, business applications, printing systems and network systems
Must be able to type quickly and accurately while talking on the phone
Knowledge of IT Applications, software & hardware
IT literate – Advanced user level
The ability to keep up with & adapt to the fast-paced IT world
Entry Requirements:
3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
GCSE Maths and English (or equivalents) at grades 3+ (D or above)
Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
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.
If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.
For more information please visit the UK ENIC website.
Perks:
Get your birthday off 🤓
Private Healthcare with no excess for claims (covers 24x7 GP service, optical, dental and well being services to name a few)
Generous 30 minute training slot each working day with financial incentives for reaching Training and Company Goals
A proactive approach to ongoing training with a staff development plan to help you develop life-long skills
An easy-going environment and culture (we all enjoy what we do)
High-powered laptop
Friday team lunches and company socials throughout the year
Future Prospects:
For someone looking to progress their role, the Apprentice IT Technician naturally leads Into roles such as: the Senior IT Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO or Service Desk Manager.
Important Information:
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.
