IT Technician Apprentice

CONCERO UK LIMITED; Old Woking; On-site; GBP 11,000 - 15,000; Full time

Job summary

Concero UK Limited is offering an Information Communications Technician apprenticeship in IT support with QA LIMITED as training provider. You will monitor your customer portfolio, respond to incidents, and manage day-to-day tasks to meet service levels.

The programme lasts 1 year 5 months, with a 37.5-hour week, a Digital route, and an Advanced apprenticeship level. GCSE English and Maths are required; a driving licence is listed as a desirable skill.

Qualifications

• Essential - GCSE - English - 3+ (D or above)
• Essential - GCSE - Maths - 3+ (D or above)
• Desired - GCSE - Any subject - 4+ (A-C)
• Driving licence is listed as a skill in the requirements

Responsibilities

• Monitor 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 software, hardware and infrastructure as defined by the SLA.
• Update all systems, change request forms and service calls with detailed call notes in real time.
• Act as point of contact regarding technical issues with manufacturers, suppliers, ISP and external support organisations.
• Manage day-to-day tasks to ensure service levels are achieved, proactive maintenance and change implementation objectives are met.
• Proactively seek changes that will add value for the customer and ensure service delivery is efficient and dynamic.
• Identify and raise issues, elevate or resolve where required and offer solutions to queries with a strong customer interface.
• Maintain a professional and effective working relationship with customers and colleagues at all levels.

Skills

Communication skills

IT skills

Attention to detail

Problem solving skills

Administrative skills

Analytical skills

Team working

Initiative

Driving licence

Education

GCSE English

GCSE Maths

GCSE Any subject (4+)

Job description

Introduction

Launch your IT support career with Concero! Earn while you learn, solve real-world technical issues and help schools use technology with confidence.

About the Employer

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.

What You'll Do

• 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

Training Outcome

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

Skills Required

• Communication skills
• IT skills
• Attention to detail
• Problem solving skills
• Administrative skills
• Analytical skills
• Team working
• Initiative
• Driving licence

Qualifications

• Essential - GCSE - English - 3+ (D or above)
• Essential - GCSE - Maths - 3+ (D or above)
• Desired - GCSE - Any subjecr - 4+ (A-C)
• Desired - GCSE - Any subject - 4+ (A-C)
• Desired - GCSE - Any subject - 4+ (A-C)

Course Information

Course: Information communications technician (level 3)

Level: 3

Route: Digital

Apprenticeship Level: Advanced

Working Arrangements

Working Week: 37.5 hours per week, 8.00am - 4.00pm or 8.30am - 4.30pm.

Expected Duration: 1 Year 5 Months

Training Provider: QA LIMITED