IT Support Apprentice - Advanced (Level 3)

Responsibilities

What will the apprentice be doing?

Reporting to the Technical Services Manager the Junior Support Analyst will be responsible for both inbound and outbound technical activities, supporting the company’s products and services supplied to customers.

The role is fundamentally to assist customers with IT support related issues as well as day to day support tasks which will include monitoring and backup checks, builds for customer orders, and managing the support ticket queue.

As Create IT are a Managed Service Provider covering a number of customers there are a high number of products supported which will give the successful candidate an excellent opportunity to develop their knowledge in a varied range of both software and hardware.

Key responsibilities:
1) 1ST Line Customer Support – resolving low level technical fixes, increasing in difficulty over time with experience
2) Raising tickets and liaising with senior engineers to ensure support requests are actioned
3) Running daily customer back-ups
4) Hardware build for customer delivery and installation
5) Managing support ticket queue

What training will the apprentice take and what qualification will the apprentice get at the end?

The apprenticeship contains the following three core key modules which seek to develop the knowledge, skills and behaviours required to be a successful Level 3 Information Communications Technician.

The final module is a Pathway module to provide specialist career track skills and knowledge depending on which track was chosen at the outset from the 3 options available.

Computer fundamentals & Security:
Gain an understanding of the core concepts in computing including hardware, software, security and troubleshooting.

Introduction to Networking & Cloud Services:
An introduction to the fundamental cloud concepts of networking and cloud computing, including networking modules, devices and protocols.

Communication in Support:
Support in IT requires good communications skills. Develop your communications skills by exploring the best practices of support.

What is the expected career progression after this apprenticeship?

Create IT always seek to develop roles in house before recruiting from external sources therefore the successful candidate will be able to progress their career provided they are of the right calibre.

Skills Required

Qualifications Required