Technical Support Apprentice INTQ254 THE IT SKILLS MANAGEMENT COMPANY LIMITED

Intequal, in partnership with the Microsoft Apprenticeship Programme, are offering this exciting opportunity to embark on a career as a Technical Support apprentice.

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Closing date: 30 Oct 2017

Apprenticeship summary

  • Weekly wage

    £200.00

  • Working week

    Monday to Friday, 8.30am-4.30pm (1 hour break per day)

    Total hours per week: 35.00

  • Apprenticeship duration

    14 months

  • Possible start date

    09 Nov 2017

  • Date posted

    05 Sep 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number

    VAC001305385

  • Positions

    1 available

Throughout the duration of the apprenticeship, you will receive Microsoft training and accreditation through online learning and practical experience. These qualifications are highly respected and sought after and the skills, knowledge and experience you will gain whilst on the programme are invaluable, giving you the best possible chance at starting your professional career in the industry.

The company require a proactive IT Technician with an aptitude for communication and interest in Microsoft infrastructure technologies such as Windows.  

Quickly assimilating new technologies, being able to apply what is learnt and showing a genuine enthusiasm for the technology are critical to this position’s success. 

This role will initially be involved in logging support calls received by phone/email in the database ticketing system.

You will be working in a team of eight first line support staff acting as a first point of call for existing clients when they have IT issues. You will be assigning priority and managing customer expectations for each ticket to the point of resolution. You will be problem solving issues using your own knowledge and support libraries and seeking advice from colleagues.

As a Microsoft IT Apprentice you will be required to:

  • Learn how to support internal systems, including Active Directory and Exchange.
  • Become a valued part of the IT Support team.
  • Learn how to provide technical support to marketing channels and activities.
  • Assist in customer projects and support activities as skills allow.
  • Gain on the job experience and be able to utilize the skills you have gained over the duration of your apprenticeship.
  • Help the existing staff, and the other sub-contractors we partner with, to deliver the IT Support services to our clients.
  • Learn how to handle telephone support calls as well as incoming Helpdesk emails.
  • Manage the Helpdesk system, ensuring all calls are handled within appropriate timescales.
  • Work on resolving the first line support where capable, and work with more experienced staff to help resolve more complex issues.
  • Help clients using (predominantly) Microsoft operating systems and applications, so a good understanding of these would be very useful.
  • Update company systems.  

You will be working in a company that specializes in providing design and advice to people on IT networks as well as first, second and third line to support businesses and organisations in the south east of England.


Requirements and prospects

Desired skills

  • You will have excellent communication skills and a brilliant telephone manner.
  • You will have a good telephone manner and a positive outlook.
  • You will be willing to work hard and eager to learn.
  • You will have a can do attitude, be a strong team player and have a sense of humour.

Personal qualities

  • The company require a bright, enthusiastic and hard-working individual with a genuine desire to learn and to build a career within the IT industry. Have a friendly personality, able to work as part of a team and provide excellent customer service. The company are looking for someone with a positive, can-do attitude from someone who isn’t afraid to ask questions.
  • An interest in IT is mandatory!

Qualifications required

To be considered for this role, you must have at least a C grade in both GCSE Maths & English, and in three or four other subjects at least. You should have a GCSE/BTEC/A Level in ICT or at least hands-on experience with the workings of computers and IT.

Future prospects

We would hope the successful candidate will progress within the company to second line support and eventually a senior support role.

About the employer

Skills Management Company Limited was set up as a joint venture in 2009 initially to provide an “employer engagement” function for employers looking to participate in the Microsoft Apprenticeship Program. This activity included: consultation and shaping of apprenticeship programs and curriculum to employer needs; facilitation of employers and training providers; development of employer business case for taking on apprentices; reactive and proactive recruitment activity of both employers and apprentice candidates. This business development skillset, as well as significant in-house experience in apprenticeship delivery, led the company to develop a remotely delivered apprenticeship in conjunction with Microsoft using Microsoft collaborative technology (Skype for Business (formerly Lync)) enabling businesses and young people anywhere in the country to participate on the Microsoft Program. This approach included a pioneering way in which apprenticeships can be assessed using remote technology.  This was piloted with City & Guilds in the UK and has significantly helped City and Guilds in developing its remote assessment model and IT Skills Management have just been awarded the Matrix Accreditation for the support and delivery of these programme’s to apprentices.

Employer

THE IT SKILLS MANAGEMENT COMPANY LIMITED

Address

Chaucer Road

Canterbury

CT1 1HH

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Training provider

You will be enrolled onto the award-winning Microsoft Partner Apprenticeship Programme. You will work towards gaining the Microsoft certifications MTA Cloud Fundamentals, MTA Network Fundamentals, ITIL Foundation and CompTIA A+.  

This apprenticeship is delivered remotely via a live virtual classroom using the very latest Microsoft technologies.    

These qualifications are globally recognized industry certifications and form the significant building block of IT knowledge for anybody looking to start a career in IT.  

Apprenticeship framework

IT, Software, Web & Telecoms Professionals

Training provider

Intequal Limited

Applications for this apprenticeship are being processed by Intequal Limited

Contact

Jodie 02392 449 695 jodie.dickens@intequal.co.uk


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Closing date: 30 Oct 2017