ICT Technician Apprentice - 19316

The main role will be to provide effective support, installation, configuration and maintenance of our customers IT system software, hardware and infrastructure as well as data security. You will provide Managed IT Services to customers with the use advanced support tools, remote monitoring and management facilities and in some cases site visits.

Responsibilities

You will work alongside our existing support technicians providing support to our educational & business clients. Our support services are friendly, helpful and positive in providing solutions to our clients’ problems and rectifying issues which they encounter.   You will be required to assist second and third line support staff and will also help them with new system installations both in our tech centre and at clients’ sites. The products we support are mostly Microsoft however we also provide cover for Sage, Adobe, Apple and Blackberry as well as network printing, backup technologies and cloud services.
 
Duties and Responsibilities: 

• To provide technical support; answering support queries via phone and email.
• To support users remotely.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be pro-active when dealing with user issues.
• To log, update all calls on the call logging system.
• Respond to enquiries from clients and help them resolve any hardware or software problems.
• Support users in the use of computer equipment by providing necessary training and advice.
• Update asset lists, keeping track of laptops, projectors and other ICT equipment.
• Ensure satisfactory working state of equipment
• Be able to support the use of operating systems: Windows XP, Windows 7 and Mac OSX
• Troubleshoot and assist users face-to-face, by phone, by email or by remote access.
• Support users with varying knowledge and experience.
• Undertake general admin duties.
• Install software on laptops for staff across all departments.
• Install, service and repair hardware.
• Troubleshoot software compatibility issues.
• Install projectors/smart boards/speakers/network/computers/printers.
• Manage active directory accounts.
• Maintain email functionality
• Update and deploy computer images, experience would be beneficial
• Ensure clients are getting regular backups.
• Deploy and check all users have updated Anti-Virus software.
• Set up and assist staff with ICT equipment e.g. using projectors, setting up printers.
• Provide Audio Visual assistance e.g. staff meetings, assemblies, etc.

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. 

Reality Check

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. 

Skills Required

• Previous experience (essential)
• Excellent telephone manner
• willingness to learn
• Flexible, pro-active approach
• A Strategic Approach to planning Future IT Infrastructure
• An in depth knowledge of Operating Systems, Networking, Hardware and Software
• Strong experience with Active Directory, Group Policy, Hyper V
• Excellent Server OS knowledge & Troubleshooting
• Excellent problem-solving skills
• The ability to explain problems and solutions clearly to non-technical users
• The ability to prioritise, work under pressure and meet deadlines
• A patient and methodical approach
• The ability to work alone or as part of a team
• An awareness of health and safety
• Knowledge of Networking infrastructure inc. Wireless, and SMB Firewall Products
• Appropriate ICT qualifications

Qualities Required

• Strong customer facing experience, ability to work under own initiative without supervision and a flexible attitude 
• Any experience with Meraki and iPad would be beneficial 
• Experience of databases advantageous.  
• Full Driving Licence and access to own transport. [in order to complete some of the main responsibilities]  

Qualifications Required

3 x GCSE (or equivalent) at grades A-C/9-4 in any subject, plus GCSE English and maths (or equivalents) at grade C/4 or above. 

Training Provided

Infrastructure technician level 3 standard 

Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.