IT Support Technician Apprentice (L3) – Frost Consultants – Yorkshire, Y025 9DP – £16k - £18k

Key responsibilities:

• To provide a professional service to all customers.
• To ensure all incidents are being actioned relevant to the priority assigned to them.
• To monitor incidents and keep the number of outstanding, to a minimum.
• To prioritise all incidents and have the ability to understand the difference between non-urgent and critical.
• Capture tasks, document and store them in the knowledgebase.
• Utilise the tools available to log incidents, monitor devices and use the patch management system.
• Problem-solving - to be able to break a problem down and reach a fix.
• To allocate incidents to 2nd line Support where appropriate and monitor progress.
• To assist the IT team with day-to-day tasks as and when required.
• Configure computers based on a customer specification.
• Create estimates and order, when approved, customer consumables and peripherals.
• Gather evidence of problems with infrastructure elements and look to achieve a high percentage of first-time fixes.
• Present a positive image and thereby help users and management to have confidence in the IT service.
• To identify repeat incidents and recommend the appropriate actions to management, such as training, improvements in education, communication etc.
• To be aware of planned changes such as Project activities and ensure appropriate actions are taken to maintain and/or improve existing service levels.
• To liaise closely with 3rd Party Suppliers of Support Services.
• To administer mobile phones, broadband and IPT services. 

The role will involve contact with: 

• Customers. 
• 2nd Line Support both Internal and External. 
• Suppliers – Hardware and Software. 

Essential skills, characteristics and experience

• Experience of working in a similar environment is desirable but not essential.
• Good influencing, presentation and communication skills, with all levels of staff, will be required, along with the ability to problem-solve. 
• Computer literacy is essential, and you must be organised and show attention to detail. Experience of desktop computers and associated software, ideally Microsoft and Lotus Notes is required. 
• Ability to work unsupervised.
• A good telephone manner is an essential part of the role along with people skills. 
• Ability to handle a crisis but remain calm and polite at all times, maintaining a professional service throughout.  

• Communication skills
• IT skills
• Presentation skills
• Initiative
• Patience
• Good telephone manner

• English GCSE, grade 4 (Essential)
• Maths GCSE, grade 4 (Essential)