L3 ICT Support Engineer Apprentice – Grant UK – Swindon, SN5 8YG - £18k

As an Apprentice IT Technician, you will be part of a small in-house team, working directly with an external managed service provider (MSP) across a broad range of tasks. Primarily the role will align with 1st line IT support but knowledge and exposure to 2nd and 3rd line will be provided.

The ideal candidate will have a keen interest in a career in IT, good interpersonal skills and an enthusiastic attitude to learning and progressing, with a view to be able to self-manage smaller projects once further along in the role and take primary responsibility of certain tasks.

Main responsibilities:

• Helping support users, including senior management, via a mixture of in-person and remote support.
• Diagnose and troubleshoot user issues, triaging with our MSP or internally where appropriate.
• Track and monitor problems to ensure timely resolution. Confer and co-ordinate with other team members to ensure problems are properly dealt with and resolved.
• Resolution of 1st line support issues, ensuring appropriate feedback to end users on status of all calls and requests
• Set up and configuration of laptop and mobile devices across all major OSs to an agreed internal standard, plus additional software installations.
• User account setup, access changes and licencing.
• SaaS application support
• Basic printer maintenance and issue resolution.
• Ticket and issue reporting and analysis
• Daily infrastructure checks and monitoring
• Investigation in to phishing email attempts and other potential cyber-security concerns

 

Requirements :

• 5 GCSEs grades 9-4 or equivalent (including English Language and Maths) or on track to achieve the above.
• IT specific GCSE or AS/A levels would be desirable but not essential.
• Knowledge and experience using multiple device types and operating systems, preferably Windows 10/11.
• Strong organisational and communication skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Analytical skills
• Logical
• Team working
• Initiative

• English GCSE or equivalent, grade 4 (C) (Desired)
• Maths GCSE or equivalent, grade 4 (C) (Desired)