IT SUPPORT TECHNICIAN APPRENTICE

We are now looking for a driven and enthusiastic new member of the team who sees their career as developing within broad IT support functions, has a passion for their subject, and a clear flair for technology.

We are looking for someone who already has some work experience and a basic level of industry knowledge, rather than a school leaver with no workplace experience. We are particularly keen to consider candidates from disadvantaged backgrounds who may benefit from the opportunity to develop their skills and progress their career through an apprenticeship.

Key Tasks:

• Provide first line support to all colleagues via the various request methodologies (Phone / Ticket System etc)
• Manage requests via ticketing system (Case Management) within Salesforce
• Support Hardware / Software issues on company’s devices (Windows PCs, Apple Macs, iPhones & Samsung mobile devices)
• Manage accounts and licencing via Microsoft Administration Portal
• Process invoicing each month for various software which is managed within IT Team
• Assist with any project work where required, along with putting forward suggestions for best technology practice within Methods group
• Create clear and concise documentation of internal IT procedures and technologies where needed, along with user friendly guides and notes
• Complete asset and compliance management via Microsoft Endpoint, and other technologies
• Engage in asset purchasing and supplier relations where needed
• Report faults and maintaining logs on network and laptops
• Assist with inductions for new staff joining the company
• Log and track identified IT problems through to resolution
• Helpdesk ticketing administration and ownership - ensuring tickets are kept up to date, responded to in a timely fashion, and the new tickets queue is kept as clear and actioned as possible

Essential Skills and Experience:

• Good practical and demonstrable understanding of IT
• Clear drive and enthusiasm for the subject
• Previous experience of working to helpdesk ticket deadlines
• Practical, good common sense, ability to use initiative / problem solve, multitask / work well under pressure
• Excellent diplomacy skills, a helpful and very professional attitude to staff at all levels across all issues
• Must have a good understanding of all MS Office Applications including SharePoint Online
• Experience in supporting both Windows and MacOS laptops

Desirable Skills and Experience:

• Experience with Azure functionality
• Understanding of ITIL Principals
• Previous IT support experience

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative

• English GCSE, grade 4/C and above (Essential)
• Maths GCSE, grade 4/C and above (Essential)