IT Support Technician Apprentice

Northrop Grumman; Gloucester; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading technology services firm in Gloucester is seeking an IT Support Specialist. Responsibilities include monitoring service requests, providing remote support, and ensuring effective communication with stakeholders. Ideal candidates must have GCSEs in relevant subjects and strong IT and communication skills. This role presents a great opportunity for those eager to develop their career in IT support.

Responsibilities

• Monitor service desk mailbox and unassigned queue effectively.
• Handle inbound customer contact to support ticket requests.
• Log all tickets and service requests properly.
• Resolve tickets by implementing permanent fixes.
• Provide remote/F2F support to resolve customer requirements.

Skills

Communication skills

IT skills

Customer care skills

Analytical skills

Team working

Education

GCSE in at least 3 subjects (grade 4+)

Maths & English (grade 3+)

Job description

Responsibilities

• Monitor the service desk mailbox and unassigned queue when assigned the task to ensure that emails and requests are actioned and responded to in a timely manner and adhere to any SLA's set
• Call/chat handling for all inbound customer contact to support new and existing ticket requests
• Assist in creating new or updating existing documentation
• Log all tickets and service requests reported via telephone, chat, email, or automatically generated
• Take ownership of specific tickets, ensuring that they are monitored, tracked and updated accurately and concisely throughout their lifecycle
• Carry out initial support and classification of tickets and service requests to determine the correct SLA / urgency
• Ensure that all telephone, chat and email requests are logged within the ticket management tool
• Complete investigation and diagnosis via the remote management tools available or via communication with the end user
• Resolve tickets by implementing permanent fixes or work around to known errors
• Resolve service requests by following standard work instructions / processes
• Invoke appropriate technical escalation to ensure SLA is achieved
• Provide a single point of contact to the user for tickets, ensuring regular status updates are communicated to the customer
• Identify and report any potential service breach to the Service Desk Management, interpret and prioritise internal or external customer requirements in line with organisation's policy
• Apply the 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 and responsibilities 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 the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
• Identify and scope the best solution informed by the 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 execute the relevant tasks for example PowerShell, Linux
• Carry out routine maintenance across systems (such as IT, Communications), ensuring organisational compliance at all times
• Apply the necessary security, in line with access and/or encryption requirements
• Use a range of cabling or connectors equipment in line with technical requirements for example physically or remotely
• 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 necessary security measures, in line with access requirements to a network
• Carry out routine maintenance across network systems, ensuring organisational compliance
• Monitor network-related workloads including DNS and firewalls
• Install or undertake basic upgrades, either physically or remotely
• Establish digital communication or telecommunications systems through, for example cabling and connecting equipment
• Identify a range of tools and/or diagnostic equipment, for example, hardware or software components, to resolve communications or telecommunications requirements
• Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer's requirements
• Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
• Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the 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 and responsibilities 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 the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Qualifications

• GCSE in: 3 of any subject (grade 4+ (A - C))
• Maths & English (grade 3+ (D or above))
• Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
• Communication skills
• IT skills
• Customer care skills
• Analytical skills
• Team working