Apprentice IT Support Technician Education & It Ltd

You be working alongside an experienced and existing team of IT professionals, assisting with the front line support for a large proportion of the primary schools in Birmingham

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Closing date: 30 Sep 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday to Friday 9-5pm

    Total hours per week: 37.50

  • Apprenticeship duration

    12 months

  • Possible start date

    10 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. A full time role awaits the successful completion of the qualification

Things to consider

Can you get to the location which is on the Hagley Road in Birmingham? 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

They are a team of 21 professional ICT technicians with a passion for solving computer, hardware, network and software problems and delivering exceptional service to the local primary schools in and around Birmingham. They understand the needs of local primary schools and assign a dedicated technician to maintain their computers and network and advise on helping them make the best decision for every aspect of the schools computers and technology. They help with everything ICT related. All of their ICT technicians deal with so many primary schools they understand that ICT is extremely important to deliver great lessons. That’s why they offer on-site technicians that are immediately available to resolve all issues. . Their extensive experience within primary schools makes them the first choice for many primary schools in Birmingham.


Education & It Ltd


Hagley Road


B16 8PF

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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