IT Support Technician Apprentice (Support Desk UK)

Level 3 Information Communication Technician

Weekly Hours Worked: Monday to Friday 8:30am to 5:30pm

About the company:

Operating for 15 years and having a near 100% customer retention, we provide a range of Managed Services to small-medium sized businesses throughout the Northwest and beyond. The services we provide include remote and onsite ITC support, cloud-hosted services, data & internet connectivity, VoIP telecoms, and more. Our hard-working team set a high standard in IT practices with excellent communication and rapid, smart problem resolution and project delivery.

Brief job description:

Estio Training have an exciting new opportunity for an IT Support Technician Apprentice with Support Desk UK, providing remote and onsite IT support, cloud-hosted services, data & internet connectivity, VoIP telecoms, and more based in Manchester.

Job Description:

This is a fast-paced and varied role for an IT Support Technician Apprentice. As part of a team in our busy Cheadle office you will provide remote and onsite support to business clients across the Northwest of England and further afield. You will need to be organised and structured in your approach to tasks with strong communication skills. Largely office based the role does require, from time-to-time, onsite technical support for our customers, a role that is shared by the technical team. Onsite work will include installation of typical business IT equipment.

Your duties and responsibilities in this role will consist of:

• Delivering outstanding service and technical support, both remotely and onsite, to our large base of contract customers, from a variety of business sectors, and including some project work.
• Monitoring and updating the service desk ticket system.
• Diagnosing issues and performing first time fixes where possible.
• Managing fixes and repairs/replacements for faulty IT equipment.
• Advising customers appropriately and communicating regularly regarding open tickets.
• Working with 2nd and 3rd line support teams to deliver support to customers.
• Setup and installation of new equipment - desktops, laptops, printers, servers, networking, etc.
• Administration of Active Directory, Exchange, Microsoft365,

Qualifications:

5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills & Qualities Required:

• Great communication and customer service skills as the role will involve both telephone and face-to-face customer interaction.
• Passion and excitement regarding work and a desire to learn new skills.
• A self-motivated, can-do approach to challenges and the willingness to go the distance to achieve goals.
• Excellent organisational skills, being able to prioritise, finish what you start, manage time, document key actions, and follow up.
• Experience of working with desktops PCs and laptops. Experience of working with servers, Wi-Fi, routers, switches, firewalls, etc… would be an advantage.
• Basic knowledge of data networking would be an advantage. If you have a passion for technology and are looking to be a valuable part of a growing and high achieving IT Service Provider, please apply with your up-to date CV for consideration.

Future prospects:

The role offers a permanent role upon completion of the apprenticeship depending on performance.

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

• Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage. Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components. Prioritise systems support tasks and monitor and maintaining system performance Maintain regulatory, legal and professional standards. Support the information systems needs for your business.