IT Support Technician Apprentice

QA

Apply From: 29th of April 2020
Application Deadline: 29th of May 2020
Salary: £8632.00 per year
Start Date: 29th of April 2020

Not taking applications

Employer description:  

LaneSystems has successfully provided professional and reliable IT support, management services and solutions to SMEs in the North East of England since 1994 by providing technical skills covering a wide range of server platforms, including support and configuration of full cluster fail over facility and domain replication over a large WAN.  

Overview: 

Part of this role is the preparation of new hardware for deployment, and repair of hardware brought in to the office by other technicians. This will include:

  • Conduct workstation level duties where required, including troubleshooting, repairing and building PC’s and Laptops.

If required, as a 1st Line Technician, you may also be required to visit client’s workplaces to support other technicians on larger projects where required.

  • All policies and procedures must be followed at all times.
  • Work effectively and co-operatively with work colleagues.
  • Communicate in precise terms to work colleagues, to keep them updated with progress being made on tasks. 

Main role / Responsibilities: 

  • The primary role is to be first point of call to clients contacting the company via telephone for IT support, and remote access support tasks logged via ticket systems.
  • The 1st line technician must communicate with the client over the phone, email, or ticketing systems, taking details of incoming faults, and conducting 1st line fault resolution.
  • Should higher level support or on-site support be required, this must be passed on to the Technical Manager for delegation to other technicians as required.
  • Tasks also include other remote none-client logged work as required.
  • Communicate with clients in a professional and friendly manner, using language to suit.
  • Ensure all required internal systems are used as required including shared calendars, emails, and job monitoring systems.

Desired qualities, skills and knowledge: 

  • First point of contact to incoming phone calls on the technical line
  • Collection or incoming tickets logged via the fault logging panel
  • 1st line remote access tasks as required
  • Building and preparation of new PCs and Laptops ready for deployments to clients
  • Repairing of PCs and Laptops brought in to the office by other technicians
  • Effective use of all system e.g. shared calendars, job tracking and ticket systems
  • Communicate effectively with all colleagues and clients as required
  • Work to deadlines
  • Ensure site specific health and safety awareness and safe working at all time
  • Update colleagues and clients in timely fashion on progress of tasks

Desired qualification requirements: 

3x GCSE (or equivalent) at grades A-C in any subject, plus GCSE English and Maths (or equivalents) at grade D or above.

Working week: 

40 hours per week, Monday – Friday.

Salary:

£4.15 per hour

Benefits of the role:

Opportunity to gain a full-time position at the end of the apprenticeship.

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.

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