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IT Support Technician Level 3 Apprentice

Employer
QA Apprenticeships
Location
CT19 5BN, Folkestone
Salary
£9,379.50 per annum.
Closing date
24 Oct 2022

View more

Specialism
IT
Sector
Technology, Telecommunications
Role Type
Apprenticeship, Advanced
Start Date
Immediate
Duration
12-18 months
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Job Details

Employer description: 

About East Kent Hospitals University NHS Foundation Trust:

This team provides high-quality equipment installation, technical support and advisory services for EKHUFT staff. They proactively manage incidents and requests, accepting ownership, evaluating, resolving and enabling the rapid resolution of a broad range of issues. This will include the testing and implementing of new and replacement hardware and appropriate software and the resolving of malfunctions. They look to achieve high standards of customer service and delivery of maximum business benefits. 

Overview: 

We have a fixed term post for 18-months for someone who wants a chance to experience work within a fast paced environment and also commit to college work provided by QA. 

We are seeking to recruit a self-motivated and driven IT Service Desk Apprentice to join our busy and friendly ICT department. 

You will be expected to provide Remote Telephone Support as well as a small amount of hands on support. 

All applicants must have the ability to work under pressure and to tight deadlines and manage priorities effectively. 

Customer care skills are an extremely important factor to this role.

The post is 37.5 hours per week and college work commitment as part of the  Apprenticeship programme

This role offers an excellent opportunity to join a large IT Service (100+ staff) that will offer opportunities for Career Progression to the right Candidates. 

Responsibilities will include:

Provide a wide range of first line technical support services, including:

  • Advice and guidance to customers throughout the Trust via telephone  (ITIL Incident Process), logging calls, monitoring IT systems and data networks, evaluating performance issues and faults
  • Advising upon and taking action to resolve faults and problems, including channelling requests for help to additional 1st, 2nd or 3rd line support for resolution, using “Hot Transfer” as appropriate, ensuring the ongoing delivery of support services to a high standard combined with customer service excellence.

This is a telephone based  role with occasional exposure to onsite work. 

The post involves being on the phone at all times – all IT issues are reported to us via telephone and we are the first point of contact to resolve or escalate to other IT teams (2nd or 3rd line)

There are no on-call duties linked to this post, no weekend or bank holiday work but strictly 8:00am - 4pm or 9am - 5pm, Monday to Friday.

Desired skills / Experience:

  • The IT Incident and Service Apprentice will have a general understanding of IT Operations, Service Desk and Incident Management and the handling of customer issues
  • The post holder will have a basic grasp of the principles of working within ITIL service support processes and practices and the application of quality and performance standards to all aspects of 1st and 2nd line technical support duties and systems
  • The IT Incident and Service Apprentice will have a general understanding of IT Operations, Service Desk and Incident Management and the handling of customer issues
  • The post holder will have a basic grasp of the principles of working within ITIL service support processes and practices and the application of quality and performance standards to all aspects of 1st and 2nd line technical support duties and systems

Knowledge:

  • The IT Service and Incident Apprentice will possess some technical appreciation and understanding to diagnose a broad range of faults to hardware and carry out repairs such as replacing fans, hard drives, motherboards and printers. He/she must have the knowledge and ability to install equipment and achieve appropriate configuration in a way that ensures they operate within their planned specification.
  • He/she will possess some knowledge of IT applications and service processes and must have the ability to install and maintain hardware systems in a way that ensures they operate within their planned specification and are safe to use by those authorised to work with them.
  • Some knowledge of IT infrastructure; hardware, databases, operating systems, local area networks etc.
  • The post holder will possess a basic knowledge of common IT applications and service processes should have the potential to understand, instruct and follow technical support procedures.
  • He/she must be familiar with a basic desktop and mobile data technology and be familiar with the use of office automation or productivity packages such as MS Office and email clients.

Other:

He / She will endeavour to uphold and model the Trust values.

Entry requirements:

The entry requirements for this Azure Cloud Support Specialist programme are as follows:

  • 3 GCSE’s (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 is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

Find out more here: 

https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx

Future prospects: 

92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

Company

QA Apprenticeships is the first Ofsted 'Outstanding' rated IT apprenticeships provider, as well as 3-time consecutive winner of Apprenticeship Programme of the Year (2012, 2013 and 2014). According to Ofsted, we deliver "world-class" apprenticeship programmes with "exceptionally well qualified" staff. Most of our apprentices "deliver a high standard of work for their employers and exceed expectations, often finding better ways of working and reducing costs".

Why choose QA Apprenticeships?

  • The first IT apprenticeships business rated Ofsted Outstanding
  • 100% of QA apprentices have jobs from day one of their 12–14 month apprenticeship programmes
  • 94% of QA apprentices secure permanent employment after completing; this is 20% higher than the national average (National Apprenticeship Service 2012)
  • We have won the coveted Apprenticeship Programme of the Year award for three consecutive years at The Learning Awards 2012, 2013 & 2014
  • Leading apprenticeship partner for Microsoft, Oracle, HPE, Cisco and Association of Project Management

 

Find Us
Website
Telephone
01753898736
Location
Rath House 55-65 Uxbridge Road
Slough
Berkshire
SL1 1SG
GB
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