Hero It Support Ltd

1st Line Apprentice Infrastructure and IT Support Technician - Advanced (Level 3)

Hero It Support Ltd (Employer)

Youthforce (Training Provider)

Annual wage £9,360.00
40.0 hours per week Monday to Friday. Hours TBC.
15 months (duration)
18 January 2021(start date)
Infrastructure technician (apprenticeship standard)
Digital (route)
18 December 2020 (application closing date)
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Job Description

To provide IT support to all customers in a full and professional manner. You will be required to help run the remote support helpdesk from our office in Brighton and attend customers site when necessary.


Duties will include: 

  • Acting as the first point of contact for technical service requests from customers
  • Logging and maintaining chronological detail throughout a service ticket lifecycle
  • Providing 1st line diagnosis and resolution with a high level of first-time fixes
  • Responding appropriately to more complex problems through escalation
  • Prioritisation and management of workload to ensure client SLAs are met
  • Working in accordance with company policies, procedures and practices
  • Build positive relationships with customers
  • Build and configure new PCs and network devices to required specifications
  • Provide support for IT infrastructure components, including desktops, laptops, telephony both remotely from the office and onsite at client’s locations
  • This role requires frequent travel to customer’s premises all around the year
  • Maintaining high standards and professional image of the company is a necessary at all stages
  • Preparing regular end of day reports on the tasks assigned is required
  • This role requires a good positive attitude towards job, tasks, clients and events, at all times
  • Constantly improving IT support skills is absolute necessary and a passion for learning is a must
  • Any reasonable task

Be a member of our team and share our values:

  • Innovative and expert (always review the new technology and don't be afraid to try something new or suggest something new)
  • Hard working (get to work on time, don't waste time, follow processes, always thinking what can I do to help improve things)
  • We do what we say, when we say (if you tell someone something then follow it through and ask for help if you are struggling)
  • Customer service is our number one product - we are polite, courteous, professional, we listen and are sympathetic and most importantly we update our customers regularly
  • Friendly, fun and honest (treat customers as you would want to be treated, build rapport, ask questions about them rather than just the issues. With work colleagues, we see our self as one big 'hero family', there to help and support each other)

Future Prospects

  • At Hero IT Support, we don’t put you on the same ticket’s day in day out for the next 15 months. You’ll have exposure to online backup, telephony and other services based on both the company needs and your individual interest. You may also be offered to work on projects, such Office 365 migrations
  • For the right candidate, we may look to offer a full-time permanent role at the end of the apprenticeship

Reality Check

  • This role will be based in our office in Brighton and will require the candidate to carry out onsite visits to client’s locations primarily in the South East

Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

For more information please visit: https://www.gov.uk/national-minimum-wage-rates

Skills Required

  • Able to provide a high level of service to users
  • Ability to solve problems under pressure, prioritising effectively
  • Good organisation and planning skills with a very high attention to detail
  • Able to communicate effectively with users and senior management

Qualities Required

  • Passion for technology
  • Confidence when dealing with customers and ability to ask for help when required
  • Customer focused
  • A team player with a can do attitude
  • Analytical and logical mind

Qualifications Required

  • Ideally good grades at English, maths and IT achieved at C/4 or equivalent or above
  • Driving licences and own car for work purposes as driving is essential to the role (travelling to sites) – any mileage covered by the company
  • DBS check satisfactorily passed to an enhanced level as this is a requirement by our customers

Training Provided

  • Infrastructure Technician level 3 apprenticeship standard 
  • Level 2 Functional Skills 
Register interest