IT Support Technician
INFRASTRUCTURE TECHNICIAN APPRENTICESHIP – LEVEL 3Benefits of the Microsoft Apprenticeship Programme
- Microsoft Partner Apprentices believe they can earn 38% more as a result of completing an apprenticeshipFaster career track, increased opportunities with a clear training roadmap to develop your skills furtherEmployment experience, on up to date technology giving you a big advantage over the traditional college routeEarn while you learnGraduation ceremony at Microsoft Headquarters, potential for Microsoft Apprentice of the year awards50% of today’s jobs require some technology skills, experts say that will increase to 77% in the next decade, stand out from the crowd with a Microsoft Partner Apprenticeship
- Learn how to Support internal systems.Carry out incident diagnostics, resolve with a first line fix where possible or escalate to other members of the team who will train you how to resolve the issue next time it occurs.Update all records in a timely manner, with associated information pertaining to the full life cycle of the support call.Become a valued part of the IT Support team.Provide remote first and second line support and assistance in the use of hardware.Assist in customer project and support activities as skills allow.Remain in contact with customers regarding reported incidents and provide them with the appropriate updates.Raise awareness of regular repeat incidents.Raise problem records for investigation.Assist with Trend Analysis and Problem Record investigations.Ability to follow IT policies and procedures.Liaise with third-party maintenance suppliers to log incidents and thereafter maintain ownership to ensure the incident is closed successfully.You will gain on the job experience and be able to utilize the skills you have gained over the duration of your apprenticeship.You will help the existing staff, and the other sub-contractors we partner with, to deliver the IT Support services to our clients.Learning how to handle the telephone support calls – as well as incoming Helpdesk emails. They will manage the Helpdesk system, ensuring all calls are handled within the agreed SLA.You will be working on resolving the first line support where capable, and work with more experienced staff to help resolve more complex issues.Our clients use (predominantly) Microsoft operating systems and applications, so a good understanding of these would be very useful.Other responsibilities will include updating company systems.
- You should have GCSE Maths & English at C or above and 3 or 4 other subjects at least. You will have enjoyed school, and you’ll be ready for a new learning environment in the world of work.Any interest in one or some of the following is important; trouble shooting, computer repairs, computer hardware, Microsoft Programs.You will need a good eye for detail with a view to improving results on a daily basis.Friendly and engaging personality with good interpersonal mannersComfortable on the telephoneComputer literateBasic programming skillsBasic troubleshooting knowledge but possess the ability to escalate issues as/when appropriateCustomer serviceWillingness to learnA driving licence and own car is desirable but is not necessary – a moped and moped licence might be acceptable.