IT Technical Support Apprentice
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Location: Poole, BH17 8RE
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Type: Apprenticeship
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Salary: Apprenticeship Minimum Wage
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Sector: Information and Communication Technology (ICT)
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Ref: VAC-01306
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Application Deadline Date: 13/05/2024
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Start Date: 03/06/2024
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Positions Available: 1
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Working Week: Monday - Friday
Brief Description
As an IT Technical Support Apprentice, you will respond to IT related incidents across the whole school estate. This covers both software and hardware IT support both remotely and in-person. You will deal with Cloud and Network incidents, with the role giving variety in daily activity.
Qualifications Required
To be considered for this role, you must have a C/4 grade in both GCSE Maths & English, and in three or four other subjects at least. You should have a GCSE, BTEC or A Level in ICT or at least hands-on experience with the workings of computers and IT.
Personal Qualities
The company require a bright, enthusiastic and hardworking individual with a genuine desire to learn and to build a career in technology. The company are looking for someone with a positive, highly self-motivating, can-do attitude and who isn’t afraid to ask questions.
Skills Required
1. GCSE Maths and English (Grade C or above).
2. Any relevant industry recognised qualification
3. Willingness to take part in all relevant training.
Experience
4. Experience of prioritising workloads, time management and dealing with conflicting priorities for themselves, and others on occasion.
Skills and Abilities
5. Excellent literacy and communication skills, including written and oral.
6. Strong administrative and organisational skills.
7. Competent user of a range of ICT applications including Microsoft office.
8. High level of accuracy in written work and data entry.
9. Demonstrate a commitment to providing a quality customer service.
10. Ability to prioritise one’s own work and work to tight deadlines.
11. Flexible, proactive, positive approach to work.
12. Ability to follow instructions accurately but also to show initiative and make good judgments when required
13. Ability to demonstrate a high level of trust and integrity and deal sensitively and appropriately with confidential, personal information.
14. Be able to work as an effective member of a team.
Training to be Provided
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.
Future Prospects
There is the potential for a full-time role upon successful completion of the apprenticeship programme. We have a history of offering apprenticeship graduates full-time roles and have several IT engineers employed across the trust who are ex-apprentices.
Vacancy Detail
Service Desk and Technical Assistance:
• First line ‘break-fix’ assistance to school based users as directed by the site Service Desk queue
• Use the service desk software to report, log and correspond to requests
• Communicate with school-based staff to inform them of action and progress of reported problems
• Assist school-based staff and students with technical issues*
• Provide high levels of customer service
Hardware/Software Support and Fault Diagnosis:
• First line support for workstation and laptop support. Assessment and resolution of hardware/software issues
• First line support for printers. Basic assessment and resolution of hardware issues
• First line support for ICT peripheral devices (USB devices, Scanners, tablets etc)* Assessment of hardware/software issues
• First line support for interactive whiteboards and projectors. Basic assessment and resolution of hardware issues
• First line support for wireless access points and hardwired network points. Basic assessment and resolution of issues
• Complete trouble-shooting tasks on supported infrastructure as directed by the service desk.
• Test and change cables as required. (Network, USB, serial, parallel etc)
• Change and diagnose hardware equipment as directed by the service desk
Routine Maintenance and Service Tasks:
• Complete software installations on workstations and laptops as directed by the service desk
• Complete deployment of images to workstation or laptops as directed by the service desk
• Change and replace printer consumables, paper as required
• Restore workstation/laptop images as directed by the service desk
• Complete Active Directory maintenance tasks as directed by the service desk
• Complete backup restores as directed by the service desk
• Complete routine hardware/software maintenance tasks as directed by the service desk
• Report breakages, vandalism or reoccurring problems to the service desk
• Maintain school asset record systems