Information Communications Technician Level 3 Apprenticeship

Apprentice IT Support Engineer, first-line telephone support. Duties to include but not all; provide IT technical support over the telephone and on site, install and configure computer hardware operating systems and applications, monitor and maintain computer systems and networks.

• Troubleshoot system and network problems and diagnose and solve hardware or software faults
• Record support requests on Connectwise
• Replace hardware and re-install software as required
• Follow written instructions to repair a fault or set up a system
• Set up new users’ accounts and profiles and deal with password issues
• Book appointments and respond to callouts
• Work continuously on a task until completed (or refer to third parties if appropriate)
• Prioritise and manage many open cases at one time
• Rapidly establish a good working relationship with clients
• Work with third party vendors
• Answer the telephone, take and pass on messages accurately
• Carry out general office duties 

• Communication skills
• Team working
• Professional

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