IT Support and Networking Apprentice New Horizons (Uk) Ltd

You will be the first point of contact for all issues relating to our internal IT. You will be part of a team that manages the IT needs and requirements for all of our clients and staff. New Horizons are the worlds largest IT training provider, located in a stunning office environment in Birmingham city centre

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Closing date: 30 Sep 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday to Friday 8.30-5pm

    Total hours per week: 37.50

  • Apprenticeship duration

    12 months

  • Possible start date

    11 Oct 2017

  • Date posted

    20 Feb 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    1 available


Duties will Include:

  • Provide first line technical support of hardware, software and network
  • Answer support queries face-to-face, phone and email
  • Respond to user queries concerning data, functionality and system performance ensuring issues are resolved or escalated to ensure an effective resolution
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Log all calls on the call logging system
  • Update and maintain records on the helpdesk system
  • Take responsibility for providing excellent customer service
  • Keep users informed on the status and progress of faults
  • Categorise requests and faults in accordance with the Service Level Agreements (SLAs)
  • Monitor and escalate calls in accordance with service levels
  • Help with telephony service requests such as new users and detailed call routing changes.
  • Help with IT issues such as email and printers not working properly, faulty laptops, missing files etc.
  • Help train users on IT systems and facilities
  • Create and maintain documentation
  • Explain and illustrate computer related issues in a jargon-free manor to non-experienced users
  • Work on customer problems and administration requirements as your skills develop

Users and Device Support Duties:

  • Ensure all systems are up to date with software and service packs
  • Configure mobile/tablet devices
  • Set up new users, provide logins, passwords, email addresses, email signatures and the appropriate access to network drives (including setting up remote working using mobile phones, tablets and laptops)
  • Test systems prior to dispatch or installation
  • Replace consumable items such as printer toner
  • Administer user groups and accounts
  • Ensure that employees are in the appropriate mail group

Requirements and prospects

Desired skills

  • Strong MS Office skills (Word, Outlook, Excel, PowerPoint)
  • Operational knowledge of ICT hardware and software
  • Operational knowledge of Windows-based systems and browsers (Internet Explorer, Chrome etc.)
  • Working knowledge of mobile devices – Android / Windows / Apple
  • Basic understanding of Internet and networking

Personal qualities

  • A good level of English writing and speaking is essential
  • High level of attention to detail
  • Excellent verbal and written skills
  • Ability to multi-task and prioritise a varied and changing workload
  • Able to work as part of a team
  • Excellent time management and organisation skills
  • High level of numeracy
  • Hard working
  • Punctual and reliable
  • Works well under pressure
  • Excellent customer skills and telephone manner
  • Highly motivated and have the drive to succeed
  • Keen to learn and develop new skills/knowledge
  • Positive and enthusiastic attitude
  • Fun and confident personality
  • Has initiative and problem solving skills
  • Self-starter with the ability to work with minimum supervision
  • Flexible and adaptable approach to working in a rapidly growing and changing business
  • Comfortable being reactive as well as proactive
  • Looking to gain experience and a long term career in the IT industry
  • Willingness to learn and work towards professional industry certifications

Qualifications required


Ideally 5 GCSE Grades (C and above) or equivalent, including Maths and English          

Future prospects

Prospects are truly outstanding. They are looking for a full time member of an ever growing team. This would provide the perfect springboard to an exciting and satisfying career with IT Support . There's great mentoring within this company and you'll be treated like one of the family. Being New Horizons you will have potential and access to over 1500 technical IT courses

Things to consider

Do you want a career in IT? From 1st October 2016 The National Minimum Wage (NMW) rate for apprentices is £3.40 per hour. From April 2017 this rises to £3.50 per hour. This applies to 16-18 year old apprentices and those aged 19 and over in the first year of their Apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies. The Minimum Wage for Apprentices applies to time spent on the job plus time spent training.

About the employer

With a convenient location in Birmingham, New Horizons provides classes on a variety of technical and business applications. We are part of the largest IT Training Provider in the world with 300 learning centres in 70 countries. We are Microsoft's largest global partner. Because we're local, we understand the needs of business and individuals in our community. Whether you choose to take classes in person or online, you're always welcome to call or stop by. New Horizons of Birmingham understands that not everyone's learning needs or preferred methods are the same. Therefore, our flexible training approach gives us the ability to customize dedicated classes to satisfy specific needs. We offer: Online LIVE - Online classes with the live interaction of an instructor & fellow students Online ANYTIME - Our e-learning solution On-Site Training - We bring the classroom to you Private Classes - Train large groups of employees with custom solutions New Horizons Computer Learning Centers of Birmingham courses are taught by experienced, vendor-certified instructors. This means you are getting the most up to date information to apply to real situations. Limitless Possibilities We are the largest IT Training Provider in the world, with 300 centres in 70 countries. We are Microsoft's largest global partner. Whether you are looking to increase your technical knowledge or pass a professional certification exam, New Horizons of Birmingham will help you get there. As well as the commercial arm to our business we also offer and deliver exceptional Level 3 Apprenticeship programmes in IT based fields.


New Horizons (Uk) Ltd


Broad Street


B1 2HF

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Training provider

As well as extremely robust in house training you will also receive the following training whilst working towards an Advanced IT Apprenticeship in IT systems and Networking:

  • Microsoft configuring windows 10
  • Networking principles
  • Setting up networks/cabling/domains
  • CompTIA A+
  • CompTIA Network +
  • Networking Concepts/installation and configuration/media/management/security
  • Configuring and troubleshooting
  • PC Hardware
  • Laptops
  • Printers
  • Operational procedures/Systems
  • Security
  • Mobile devices
  • Troubleshooting
  • Software installation and upgrades
  • Working with ICT Hardware and equipment
  • You will also receive training on any required Functional Skills

Apprenticeship framework

IT, Software, Web & Telecoms Professionals

Training provider


Applications for this apprenticeship are being processed by New Horizons (Uk) Ltd


jennifer thomas 0121 796 0561

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Closing date: 30 Sep 2017