End User Support Apprentice

Thales Group; Doncaster; On-site; GBP 10,000 - 40,000; Full time

Job summary

A leading technology company in the UK is hiring for an IT Technician Apprenticeship. This role involves providing IT support to business users, managing incidents, and engaging in stock management and software deployments. Candidates should have GCSEs in Maths and English and possess strong problem-solving and IT skills. This apprenticeship program offers hands-on experience and academic studies, ensuring you develop essential IT competencies.

Qualifications

• A minimum of 5 GCSEs including Maths and English at grades 9-4 or A*-C is required.
• Relevant IT skills and ability to troubleshoot technical issues.
• Strong problem-solving and analytical capabilities.

Responsibilities

• Log, troubleshoot, diagnose and manage incidents through to resolution.
• Provide remote or face-to-face (F2F) support to resolve customer requirements.
• Engage in stock management, laptop/desktop builds, and software deployments.

Skills

IT skills

Problem-solving skills

Numerical skills

Analytical skills

Logical thinking

Team-working abilities

Education

GCSE in five subjects including Maths and English (grade 9-4 or A*-C)

Job description

Overview

This role provides IT support to all UK business users on site and involves working on incidents and service requests using the Service Desk tool (Service Now).

Responsibilities

• Log, troubleshoot, diagnose and manage incidents through to resolution and assist with Service Requests.
• Engage in stock management, laptop/desktop builds, software deployments and interpret and prioritise internal or external customer requirements in line with the organisation's policy.
• Apply appropriate tools and techniques to undertake fault finding and rectification.
• Apply Continuous Professional Development to support necessary business output and technical developments.
• Operate safely and securely across platforms, maintaining the security of personal data of internal and external stakeholders.
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate.
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders.
• Manage and prioritise the allocated workload effectively, making best use of time and resources.
• Complete documentation relevant to the task and escalate where appropriate.
• Install or undertake basic software upgrades, either physically or remotely.
• Establish and diagnose the extent of the IT support task in line with organisational policies and Service Level Agreements.
• Provide remote or face-to-face (F2F) support to resolve customer requirements.
• Maintain a safe working environment for personal safety and others in line with Health & Safety requirements.
• Identify and scope the best solution informed by system data associated with the task; test and evaluate the system’s performance and compliance with customer requirements.
• Escalate non-routine problems in line with procedures.
• Use basic scripting to undertake relevant tasks (e.g., PowerShell, Linux).
• Carry out routine maintenance across systems (e.g., IT, Communications) ensuring organisational compliance at all times.
• Apply necessary security in line with access and/or encryption requirements.
• Use a range of cabling or connectors equipment as required, either physically or remotely.
• Test and evaluate network environments and monitor network performance and usage.
• Deploy applications on a network and set up storage and data access for staff.
• Apply necessary security measures related to network access and carry out routine maintenance across network systems, ensuring organisational compliance.
• Monitor network-related workloads including DNS and firewalls; install or undertake basic upgrades remotely or physically.
• Establish digital communication or telecommunications systems through cabling and connecting equipment; identify tools and diagnostic equipment to resolve communications or telecommunications requirements.
• Undertake basic telecommunications activities in response to allocated tasks and customer requirements.
• Use information to identify operational issues and rectify or escalate accordingly in line with policy.
• Interpret and prioritise internal or external customer requirements in line with policy; apply fault-finding techniques and maintain ongoing development.
• Communicate progress to stakeholders and maintain relationships with colleagues and customers.

Qualifications and Development

• GCSE in five subjects including Maths and English (grade 9-4 or A*-C).
• IT skills, problem-solving skills, numerical skills, analytical skills, logical thinking and team-working abilities.
• Documentation of employment or educational history as required for security clearance.

Apprenticeship Details

For this position, you will enrol onto an Information Communications Technician Level 3 programme, delivered via a virtual delivery model over an 18-month duration. The programme provides a strong foundation in IT best practice, skills and knowledge. You will learn to diagnose faults, provide technical support to internal customers and learn the tools, processes and policies needed to work within an IT environment.

You will be given one day per week to focus on academic studies, with the other four days spent applying your learning in a real-life IT/IS team.

Are you passionate about IT and offering great technical support? Do you have an inquisitive mind? Do you want to be part of an Apprenticeship Programme that will develop and challenge you? Then look no further! We are recruiting apprentices to work as part of the End User Support Team while undertaking an IT Technician Apprenticeship.

About Thales

Together, we create ingenious technological systems and innovations that impact and improve people’s lives every day. Thales reinvests 20% of our sales in Research & Development in the UK and supports businesses, organisations and governments in addressing tomorrow’s major challenges by developing advanced Defence, Security, Cybersecurity, Digital Identity, and Aerospace solutions in a sustainable, responsible and ethical manner.