IT Technician Apprentice

QA; Hitchin; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Health, dental and vision coverage

Flexible holiday allowance

Job summary

Concero is seeking an IT Technician Apprentice to support education technology for schools. You will resolve first-line technical issues, help staff and pupils, and learn to manage networks and devices under SLA guidelines.

Working hours are 37.5 per week, with 8:00-16:00 or 8:30-16:30 schedules. The role offers hands-on experience in a growing education tech provider and a structured apprenticeship with QA.

Qualifications

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject.
• GCSE Maths and English (or equivalents) at grades 3+ (D or above).
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject.

Responsibilities

• Monitor incidents logged by the customer and respond.
• Manage network or equipment issues per SLA including software, hardware and cloud-based applications.
• Update change requests, service calls and queries in real time with detailed notes.
• Act as point of contact with manufacturers, suppliers, ISP and external support.
• Manage day-to-day tasks to meet service levels and maintenance objectives.
• Seek changes to add value and ensure efficient service delivery.
• Identify issues and offer solutions, maintaining customer interface across channels.
• Maintain professional relationships with customers and colleagues at all levels.

Skills

Driver

Own car

Basic IT skills

Willingness to learn

Team player

Communication skills

Attention to detail

Initiative and drive

Education

GCSEs (4+ in any subject)

GCSE Maths and English (3+)

Job description

In 2008, James Morris and Bradley Clegg formed Concero to help design, build and support education organisations by delivering outstanding specialist technology services and solutions.

About the role:

The IT Technician Apprentice plays an essential role in the caring, successful delivery of our education-centric technology services. Your primary focus is to attend and enable school communities to feel comfortable and confident using education technology for teaching and learning by providing the technical know-how to deliver the best possible digital environments. You will be providing broad 1st line technical problem solving/network management as well as building strong relationships based upon honesty, trust and respect with the school leadership and teaching/support staff and ensuring contractual compliance against KPI's and Service Level Agreements (SLA).

Responsibilities:

• Monitor your customer portfolio and respond to incidents logged by the customer or on behalf of the customer

• Management of problems to resolution for any network or equipment failures, including and not restricted to: software, hardware and infrastructure problems as defined by the SLA. This will include computers, servers, peripherals and cloud-based applications

• Ensure that all systems, change request forms, service calls and queries used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes

• Act as point of contact regarding all technical issues with manufactures, suppliers, ISP and external support organisations

• Manage day-to-day tasks, time and responsibilities to ensure that service levels are achieved; proactive maintenance and change implementation objectives are met

• Proactively seek out changes that will add value for the customer and ensure the service is delivered in the most efficient and dynamic way

• Identify and raise issues, elevate or resolve where required and offer solutions to queries providing a customer interface (using all means for communication tools) to ensure the best possible customer experience

• Maintain a professional and effective working relationship with customers and work colleagues at all levels and at all times

Desirable skills:

• Driver and own car essential - mileage covered

• Flexible

• Basic IT skills

• Willingness to learn

• Team player

• Communication skills

• Attention to detail

• Initiative and drive

The entry requirements for this programme are as follows:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject

• GCSE Maths and English (or equivalents) at grades 3+ (D or above)

• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject

Working hours:37.5 hours per week, 8am - 4pm or 8:30am - 4:30pm

Benefits:

• Health & wellness:We take health and wellness seriously. Our benefits package includes medical and dental and vision optical coverage cover for employees, and their partners and dependents (based on age).

• Flexibility:Concero is a safe, secure, and supportive place to work centred around a flexible working culture. We believe that quality time outside the office is vital, which is why we offer a competitive holiday allowance (plus bank holidays).

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.