IT Support Technician Apprentice - Advanced (Level 3)

Saitech (Employer)

Truro and Penwith College (Training Provider)

Weekly wage £203.00
35.0 hours per week The working week is Monday to Friday. Shifts TBC
14 months (duration)
21 October 2020(start date)
IT Solution Technician (apprenticeship standard)
30 September 2020 (application closing date)
Register interest

Job Description

We are looking to employ an IT support Technician. You will be expected to provide first line customer support and be prepared to carry out site visits together with learning the technical aspects of our work. You will be able to assist in second line support procedures and have the opportunity to specialise in other areas where applicable.


Technical Competencies

  • Communication: works both independently and as part of a team and following the organisations standards; competently demonstrating an ability to communicate both in writing and orally at all levels, using a range of tools and demonstrating strong interpersonal skills and cultural awareness when dealing with colleagues, customers and clients during all tasks
  • IT Security: Demonstrates the necessary skills and behaviours to securely operate across all platforms and areas of responsibilities in line with organisational guidance, legislation
  • Remote Infrastructure: Effectively operates a range of mobile devices and securely add them to a network in accordance with organisations policies and procedures
  • Data: effectively records, analyses and communicates data at the appropriate level using the organisation’s standard tools and processes and to all stakeholders within the responsibility of the position
  • Problem solving applies structured techniques to common and non-routine problems, testing methodologies and troubleshooting and analyses problems by selecting the digital appropriate tools and techniques in line with organisation guidance and to obtain the relevant logistical support as required
  • Workflow management: works flexibly and demonstrates the ability to work under pressure to progress allocated tasks in accordance with the organisation’s reporting and quality systems
  • Health and Safety: Interprets and follows IT legislation to securely and professionally work productively in the work environment
  • Performance: Optimises the performance of hardware, software and Network Systems and services in line with business requirements
  • Can explain the correct processes associated with WEEE (the Waste Electrical and Electronic Equipment Directive Knowledge
  • Working knowledge of a range of cabling and connectivity, the various types of antennas and wireless systems and IT test equipment
  • Understands maintenance processes and applies them in working practices
  • Understands and applies the basic elements and architecture of computer systems
  • Understands where to apply the relevant numerical skills e.g. Binary
  • Understands he relevant networking skills necessary to maintain a secure network
  • Understands the similarities, differences and benefits of the current Operating Systems available
  • Understands how to operate remotely and how to deploy and securely integrate mobile devices
  • Understanding and working knowledge of Cloud and Cloud Services
  • Understands the importance of disaster recovery and how a disaster recovery plan works and their role within it
  • Understands the similarities and differences between a range of coding and logic
  • Understands and complies with business processes
  • Working knowledge of business IT skills relevant to the organisation Skills / Behaviours
  • Logical and creative thinking skills
  • Analytical and problem-solving skills
  • Ability to work independently and to take responsibility
  • Can use own initiative
  • A thorough and organised approach
  • Ability to work with a range of internal and external people
  • Ability to communicate effectively in a variety of situations
  • Maintain productive, professional and secure working environment

Responsibilities will include:

  • Provide first line support over the phone and by using remote support tools
  • Diagnose IT issues in client applications including Microsoft 365 (Outlook, Word, Excel, Teams)
  • Building and configuring computers using Microsoft Windows and Apple Mac OS.
  • Attend client premises to assist in IT installations as well as carrying out general IT support tasks
  • General IT monitoring, maintenance and housekeeping tasks

Future Prospects

On successful completion of the apprenticeship there is a possibility of a future job role.

Skills Required

  • Good telephone manner
  • Being able to work on own initiative
  • Basic IT knowledge

Qualities Required

  • Good personal time management
  • Organised
  • Team player

Qualifications Required

  • GCSE or equivalent grade 4/C (or above) in English
  • GCSE or equivalent grade 4/C (or above) in maths
  • GSCE or equivalent grade 4/C (or above ) in IT

Training Provided

IT Solution Technician Level 3

The job role will include monitoring client services, providing telephone and remote support to clients to assist in trouble shooting and general IT issues.

Training will be given in all technical aspects of the business to allow the employee to be able to assist in more complex technical support issues.

There will be the opportunity to learn network cabling, security, building configuring and installing PC comms, equipment, wifi infrastructure and cyber security.

Register interest