ICT Apprentice

Provide exceptional first-line technical support with a focus on networking and Microsoft environments. The role involves troubleshooting IT issues, assisting end-users, and escalating more complex problems when required. A strong emphasis is placed on delivering outstanding customer service and adhering to ITIL best practices.

Incident and Service Request Management:

· Respond to and resolve incoming incidents and service requests via phone, email, or ticketing system.

· Log all incidents accurately and in detail within the ITSM system, ensuring complete records of actions taken.

· Perform initial diagnosis and troubleshooting for networking issues (e.g., connectivity, DNS, DHCP) and Microsoft environments (e.g., Office 365, Active Directory).

Networking Support:

· Diagnose and resolve basic networking issues such as IP conflicts, wireless connectivity, and LAN/WAN performance.

· Assist with the configuration and troubleshooting of network devices like switches, routers, and access points under supervision.

Microsoft Support:

· Handle account management tasks such as password resets, user provisioning, and permissions within Microsoft Active Directory and Office 365.

· Troubleshoot Microsoft Teams, Azure, and Office 365 related queries.

Connectivity and Voice Support:

· Troubleshoot and resolve connectivity issues, including broadband and leased line setups.

· Support VoIP systems and telephony services, addressing call quality issues, dropped connections, and configuration changes

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Team working
• Initiative