Apprentice IT Technician

Firebrand Training Ltd
17 Jul 2017
16 Aug 2017
Contract Type
Full Time
This is an exciting opportunity for three driven individuals to accelerate your IT careers as an Apprentice IT Technician for a Cambridge -based organisation. As part of a an IT Apprenticeship, you`ll gain hands-on experience, training towards industry recognised Microsoft, CompTIA and ITIL qualifications all whilst earning a decent salary.

Who you`ll work for

The employer is a the leading provider of Cloud Computing and Cyber Security solutions in the South-East of England. They are based in Cambridge and London and have over fifteen years` experience delivering IT services and solutions to businesses across the UK. They are an award-winning Microsoft Gold Partner, a founder member of the Cloud Industry Forum and Cyberessentials (plus) accredited.

What you'll be doing as an Apprentice IT Technician

This dynamic, forward-thinking, flexible and friendly team are now looking to employ 3 x Apprentice IT Technicians to support their growing business. Your core responsibility as an Apprentice IT Technician is to manage all incidents and customer requests from receipt to resolution and closure ensuring service level agreement targets are met. Within time, you`ll complete the initial diagnosis of all incidents and either resolve to the customer`s satisfaction using documented processes and procedures or escalate to Second Line Support using agreed processes.

- Receive and log calls on behalf of customers using their IT Service Management tools ensuring accurate data entry.
- To manage incidents, requests and problems in line with the ITIL incident management, request fulfilment and problem management processes and local procedures.
- To provide telephone and remote support on desktop, laptop, PDA, printers, telephones and any other emerging technology and related system issues.
- To install or reinstall software and to image or reimage computers, Laptops and handheld devices locally or using remote deployment tools.
- Reset passwords using agreed procedures to maintain system security.
- Update records throughout all stages of all processes so customers and colleagues can view the latest information at any time.
- Responding to failed backups, investigate and re-run if appropriate.
- Checking systems are updated and that automatic updates have been applied.
- To complete routine systems administration tasks.
- Proactively keep customers informed throughout all stages of all processes by phone and or email.
- Escalate calls to Second Line Support, Third Line and Service Desk Manager as required.
- To receive alerts and carryout basic troubleshooting using the necessary tools.
- Receive, review and update documentation to assist with the resolution of incidents and the fulfilment of requests.
- To maintain accurate records relating to incidents, requests, assets, licences and other aspects of IT service management.
- To participate in team meetings.
- To undertake other duties commensurate to the grade of the post.

What experience and skills do I need?

You don`t need loads of professional experience in IT. However, you`ll need at least five GCSEs (or equivalent) at Grade C or above including Maths, English and IT / Science.

We`re looking for an IT-enthusiast with:

- Excellent communication skills both written and verbal.
- A good knowledge of standard business applications (e.g. Microsoft Office etc.)
- Proactive nature and good initiative with the ability to solve problems.
- Empathetic attitude with the ability to build excellent rapport with customers.
- Calmness under pressure.
- The desire to progress and develop professionally, and move into a more senior technical role.
- MCP or a formal technical qualification(s) or working towards advantageous.

Your Accelerated training programme

Firebrand offers a unique Advanced Level 3 IT Apprenticeship scheme. We provide the fastest award-winning IT training and certifications with on-going support - all with the ultimate goal of securing a long-term IT career.

During your one-year programme, Firebrand provides residential training at our distraction-free training centre. Our accelerated training means you'll achieve certifications with partners like CompTIA, ITIL and Microsoft faster, giving you more time to put your new skills into practice within a professional working environment. You'll also be recognised by the British Computer Society (BCS) for entry onto the register of IT Technicians, confirming SFIA level 3 professional competence.

Future career prospects

By working hard and demonstrating your ability, drive and commitment throughout your 12-18 month apprenticeship scheme, upon completion you will be offered a permanent contract ensuring you have further opportunities to continue growing within this exciting organisation