Support Engineer Apprentice

Overview

Our client has shaped future generations for over fifty years by implementing technology solutions in schools and colleges. They're a trusted Edtech partner, transforming teaching environments to be more productive, resilient, and sustainable. They pioneer, collaborate, and continually push the bar on products and services in the EdTech space.

The IT Support Engineer (Apprentice) function has an important role to play in helping teachers to teach and learners to learn. As one of a team of IT Support Engineers your role will be to provide a first-class level of support to education users. Working to ITIL best practices you will strive to work collaboratively with the service desk to meet contractual SLA targets, escalating where appropriate but always ensuring that the customer is kept up to date. The role will suit someone who enjoys solving IT problems through excellent troubleshooting and supporting users who may not necessarily have IT backgrounds.  

Responsibilities:

Working as part of a wider onsite services IT team, the role provides opportunity for future progression and personal development for self-motivated employees looking to build their career in IT. 

Your key responsibilities:

• To be the customer face of RM, ensuring our customers receive great service.
• To assist the service desk with the delivery of the IT managed support service.
• Provide school-based users with technical assistance and report service issues in accordance with the service desk policies.

Experience - Our ideal candidate would demonstrate the following behaviours:

• Excellent Customer focus, problem solving and time management skills.
• Excellent communication both verbally and written.
• Punctual and able to prioritise own workload. 
• Able to diagnose and troubleshoot issues, asking customers relevant questions to get the issue resolved and knowing when to research and when to escalate.
• Able to work well with remote teams and build strong working relationships.

Skills:

• Maintenance and support of Desktop & Mobile Devices including Laptops, Chromebooks and Tablets. 
• Peripheral Support inc. Printing, Scanning, Interactive Screens, Projectors and Audio/Visual Equipment. 
• Basic wired and wireless networking and troubleshooting
• Image build and deploy tools – Microsoft and Apple devices
• Basic Operational knowledge of Microsoft 365 and/or Google Workspace
• Technical knowledge and experience equivalent to CompTIA A+ or similar.
• A working knowledge of ITIL methodology and use of IT service desk ticketing system e.g. ServiceNow would be an advantage.

 

Entry requirements

Grade 4/C or above in GCSE Maths and English

Skills requirements

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

Training to be provided

Overview

Information Communications Technican Level 3 Apprenticeship

Information communications technicians support the delivery of efficient IT operations, this could be installing and configuring computer systems, diagnosing hardware and software faults, solving technical and applications problems either remotely or in person, including resolving issues such as slow performance, connection problems and an inability to access data. 

Our ICT apprenticeship covers topics allowing apprentices to support organisations relying on computer and communication systems in all areas of their operations and decision-making processes.  As an ICT apprentice, you will develop skills and knowledge of the industry by learning key IT essentials such as fault finding and diagnostics, preventative measures, routine maintenance, system tools and testing.  You will also gain an awareness of cloud systems and physical and virtual network components including an awareness of security and firewalls, network architecture, protocols and principles of database migration.

Whether you have experience within the field or not Apprentify’s level 3 ICT apprenticeship will give you the tools to get your career started within IT support.  If you are an employer our level 3 apprenticeship is the perfect solution to overcoming your hiring challenges and internal skills shortages.

Typical IT Technician Roles Include:

• Support Technician
• Technician
• Network Technician
• Digital Communications Technician
• IT Administrator

Our Level 3 ICT Apprenticeship Covers:

• Documentation and asset management
• VPN's, remote access and firewalls
• Principles of operating systems, hardware and software
• Network performance
• Routine maintenance
• Root cause problem solving and fault finding

Key Learning Outcomes From Our Level 3 ICT Apprenticeship:

• Intro to IT Support
• IT Essentials
• Fault-finding and problem-solving
• Testing and Scripting
• Security and Storage
• Cloud solutions
• Networking fundamentals/essentials

 

Things to consider

- Private medical healthcare - Life insurance - Group Personal Pension Plan - Performance-related bonus (£500 upon completion of apprenticeship) - Cycle to work scheme

Future Prospects

ICT Level 3 Apprenticeship Qualification. Full time job role and progression opportunities upon completion of apprenticeship.