IT Support Technician Apprentice

Employer description: 

Mayborn Group is a Global company, so the support extends across all our Global sites and users.

About the role: 

The Apprentice IT (Information Technology) Support Technician apprentice will provide 1st and 2nd Line support, working closely with 1st line Service Desk by provided by our managed service partners and 3rd party suppliers to ensure incidents and service requests are resolved quickly and effectively.

You will need to be very customer focused with a passion for support and developing your skills to help ensure our services continually improves.

Based in: 
Global HQ, Newcastle Upon Tyne – UK 
(Hybrid working with 3 core days in the office, Tuesday-Thursday)

Salary:
£18,000 per annum.

Hours: 
Full-Time (37.5 hours per week)

Duties:
What you will be doing:

• Providing excellent Customer Service responding to and resolving technical issues via remote access and in person 
• Support of the Mayborn Group Asset management and ensuring we operate within our Asset Management lifecycle
• Following and supporting the Incident and Request Management process’ and working within agreed SLA’s ensuring targets are met 
• Ensure all incidents and requests are managed end-to-end and are continuously updated 
• Install, support, and troubleshoot software and hardware (Office 365 Cloud applications, Video Conferencing, Print Services and bespoke applications, PC, Laptop and Smartphone assets) used throughout Mayborn HQ and Global sites 
• Liaise closely with all other Support Teams to ensure any issues are logged into the service management software system and escalated where necessary 
• Supporting the ICT team in ensuring Service Operating procedures are maintained and updated to the expected quality and standards 
• Embracing change: Adjusting to unfamiliar situations and demands. Seeing change as an opportunity and being receptive to latest ideas 
• Support effective communication within the ICT service teams ensuring all team members is aware of system outages, resource availability and workarounds 
• Helping with the analysis of in order we spot trends to promote and recommend improvements supporting a continual service improvement environment 
• Ensure the ICT knowledge base is updated and troubleshooting tips and fixes are regularly shared to help adoption of services and reduce calls to the Service Desk (promoting self-help) 
• Supporting the IT team in order the Knowledge base is kept relevant and refreshed 
• Support the control of high priority incidents and manage expectations of senior staff to ensure service and reputation is upheld to the highest standards and to agreed service level targets 
• Help the team to ensure all relevant Service in Live documentation is maintained and updated to expected quality standards 
• Provide 1-2-1 basic training on use of equipment hardware and Office 365 and supporting software applications as required 
• Support staff induction programme through 1-2-1 basic training 
• Maintain current knowledge and interest in digital workplace communication and collaboration solutions and cloud services 

What we are looking for:
What skills and experiences you’ll need:

• A keen interest to learn skills in IT solution, technology and Service operations and System Administration and support 
• A good level of IT knowledge and an ability to express this knowledge in terms appropriate to the audience, such as end-users 
• Ability to form good customer and end user relationships 
• Ability to think clearly, and to write clear documentation, which is sufficiently detailed, unambiguous, and complete 
• Good organisational skills
• Good technical problem-solving skills with the ability to understand root cause analysis
• Ability to communicate technical solutions to non-technical end users (ability to tailor approach to the end user)
• Passion in supporting the team in continual service improvement and service excellence demonstrating a positive approach to the role representing IT globally
• Passion for digital collaboration and communication technologies
• Customer Service skills and a positive attitude are vital, as is using your initiative. Being a proactive member of the team, coming forward with suggestions and ideas will be welcomed and actively encouraged 

Other requirements:

You will want to increase your knowledge and skillset whilst trying to resolve all calls efficiently, working to increase your resolution rate. 
You will be able to communicate to all levels of staff effectively and deal with challenging situations successfully. 
You will demonstrate the ability to multi-task efficiently, using initiative to prioritise incidents effectively and work in support of the IT team to ensure we work in a collaborative manner. 

Entry requirements:

• 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 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

If you think you have everything we're looking for and more, then we'd love to hear from you. 
You'll need to get your skates on though as we’re always in a hurry.

Benefits / What you'll get from us:
In return for everything you bring to the party, we can offer you: 

• An exciting, challenging role in a fast-growing and dynamic business, with plenty of career opportunities in the UK and around the world 
• A unique working environment that promotes creativity, collaboration whilst fostering our play to win mentality 

All this is wrapped up with a competitive rewards package. 

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.