ICT Technician "1st Line Support" Apprentice

INVOLVE SELECTION LIMITED; Worthing; On-site; GBP 18,000 - 24,000; Full time

Job summary

A managed services provider is offering an apprenticeship for IT engineers in Worthing. The role involves assisting customers via a help desk, troubleshooting issues, and maintaining client documentation. Ideal candidates will have strong communication and IT skills, along with a desire to learn. This position provides a pathway to a career in IT with hands-on experience in customer support and technical solutions.

Responsibilities

• Use remote tools to assist customers in troubleshooting problems.
• Manage technical issues and solutions within the company help desk system.
• Ensure clear, professional communication between the team and customer.
• Create and maintain self-help documents.
• Act as first response to all incoming support tickets.

Skills

Strong communication skills

IT skills

Organisation skills

Customer care skills

Problem solving skills

Team working

Patience

Job description

Overview

Our client is offering an apprenticeship on a pathway to joining an expanding team of IT engineers. In this role you will expand your knowledge and gain extensive IT skills. We are a managed services provider in the IT and Telecoms industry, working with a wide range of businesses across the Southeast of England. You will be the first point of contact for a wide range of customers as part of our help desk team.

Responsibilities

• Use remote tools to assist customers in troubleshooting problems
• Manage technical issues and solutions within the company help desk system
• Ensure clear, professional communication between the team and customer
• Create and maintain self-help documents
• Act as first response to all incoming support tickets
• Keep client documentation well maintained
• Onsite visits to clients\' offices to help them with IT
• Continue education by attending training sessions and reading technical documentation
• Research IT and telecoms products to expand our catalogue of products offered to clients
• Interpret and prioritise internal or external customer requirements in line with the organisation\'s policy
• Apply tools and techniques to undertake fault finding and rectification
• Engage in Continuous Professional Development to support business output and technical developments
• Operate safely and securely across platforms; maintain the security of personal data
• 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 stakeholders
• Manage and prioritise the allocated workload effectively
• Complete documentation relevant to tasks and escalate where appropriate
• Install or perform basic software upgrades, either physically or remotely
• Establish and diagnose the extent of IT support tasks in line with policies and SLAs
• Provide remote/face-to-face support to resolve customer requirements
• Maintain a safe working environment in line with Health & Safety requirements
• Identify and scope the best solution informed by system data
• Test and evaluate system performance and compliance with customer requirements
• Escalate non-routine problems in line with procedures
• Use basic scripting to execute tasks (e.g., PowerShell, Linux)
• Carry out routine maintenance across systems, ensuring organisational compliance
• Apply necessary security measures in line with access and encryption requirements
• Use cabling or connectors equipment in line with technical requirements
• Test and evaluate network environments
• Monitor performance and usage of a network
• Deploy applications on a network
• Set up storage and data access for staff
• Apply security measures to network access
• Carry out routine maintenance across network systems in line with policy
• Monitor network-related workloads including DNS and firewalls
• Install or undertake basic upgrades, either physically or remotely
• Establish digital communication or telecommunications systems (e.g., cabling and connecting equipment)
• Identify tools and diagnostic equipment to resolve communications or telecommunications requirements
• Undertake basic telecommunications activities in response to tasks or customer requirements

Qualifications

• Strong communication skills
• IT skills
• Organisation skills
• Customer care skills
• Problem solving skills
• Team working
• Patience