IT Support Apprenticeship
The 1st Line IT Support Technician handles the first-level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly, and the client is informed of what to expect every step of the way, also escalating issues to other members of the Service Delivery Team.
Role
- Providing a first point of contact for customers through our helpdesk, be that via phone, email or chat
- Delight our Clients with a Friendly, Quick and Helpful Experience
- Provide the Client with basic remote troubleshooting
- Use an in-house Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work through our Ticketing System
- Make sure that Client Documentation is well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren’t “stale” throughout the process
- Review Remote Monitoring and Management (RMM) dashboard and apply remediation actions as indicated by our Processes
- Review regularly scheduled/automated actions as indicated by our Processes
- From time to time the projects team will need additional resource to help deliver projects. either on site or remotely. When opportunities arise the Level 1 Technician may be required to help with project delivery
- Escalate tickets that require Senior Helpdesk Engineer support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as indicated on their Standard Operating Procedures (SOPs)
- Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
- Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO
Training
Successful completion of this apprenticeship gives you an accredited Level 3 Information Communication Technician qualification:
The qualification has core knowledge elements, before branching out into one of the following pathways:
- IT Support Technician
- Network Technician
- Digital Communications Technician
- Your Tutor, Pathway Planner and Employer will decide the best pathway for you to follow
- All training is delivered online in virtual classrooms twice per week You will undertake Functional Skills for English and/or maths if needed
For someone looking to start their career in IT, the Line 1 Helpdesk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Service Delivery Manager.
Benefits:
- Discount Scheme operated by BrightExchange
- Employee Assistance Programme providing Advice and Counselling Services
- Free Snacks and Drinks
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- THE IT SKILLS MANAGEMENT COMPANY LIMITED
- Working Week
- Shifts to be confirmed between the hours of 9.00am - 5.30pm
- Expected Duration
- 17 Months
- Positions Available
- 1
- Closing Date
- Monday, 13th May 2024
- Start Date
- Sunday, 19th May 2024
Desired Skills
- Attention to detail
- Communication skills
- Initiative
- IT skills
- Logical
- Organisation skills
Qualifications
- English and Maths GCSE or equivalent, grade 4 (Desired)
About the Employer
REALTIME IT SOLUTIONS LTD
We have an exciting opportunity for someone to join a team as an Apprentice 1st Line IT Support Technician. This is an ideal opportunity for someone looking to start their career in IT and to join a first-class IT Support company that works with a diverse and exciting range of clients to maintain and fix issues with their IT systems.
- Company
- REALTIME IT SOLUTIONS LTD
- Location
- RS House, 121 Waterside Road, Hamilton, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £13,312.00
- Posted
- Company
- REALTIME IT SOLUTIONS LTD
- Location
- RS House, 121 Waterside Road, Hamilton, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £13,312.00
- Posted