IT Support Technician Apprentice

You will be part of our IT support function providing 1st line support for internal staff. Were possible, you will apply troubleshooting methodology and tolls to resolve the incident. For more complex incidents, you will work with senior colleagues to provide the same service level until the incident is resolved.

Daily roles and responsibilities but not limited to:

• Provide technical support to internal staff through a range of communication channels
• Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools
• Document or escalate ICT tasks as appropriate to ensure a clear audit trail and progression of issues
• Communicate with all levels of stakeholders, talking them through steps to take to resolve issues or set up systems, keeping them informed of progress and managing escalation and expectations
• All helpdesk duties; dealing with internal customers in person and incoming calls, emails and messaging tools
• Helpdesk duties (completing tickets), and understanding correct processes for escalating issues to 1st, 2nd or 3rd Line Engineers as appropriate, or to other technical specialists within the Organisation
• Practice guided continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development
• Helping with IT administration tasks

• Communication skills
• IT skills
• Attention to detail
• Team working

• English GCSE, grade C/4 (Essential)
• Maths GCSE, grade C/4 (Essential)
• IT or Digital Related GCSE, grade C/4 (Desired)