IT Systems 1st Line Support Apprentice

Summary

Reporting to the IT Manager, the jobholder will carry out day to day support duties as well as assisting in ensuring support KPIs are met. Providing first-class support to all areas of the business, the jobholder will ensure that the IT systems function efficiently in support of the wider business.

Wage

£15,311.40 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course

Information communications technician (level 3)

Hours

Monday – Friday, 39 hours typically 8.30am to 5pm Monday to Thursday, 8.30am to 4.00pm Friday.

39 hours a week

Start date

Monday 9 June 2025

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

Key responsibilities (your job is): (Job Specific – what & why)

Provide technical support to all staff and give general advice and training on the use of the hardware and software systems
Monitor and resolve calls generated via the helpdesk or escalate them to the other members of the IT team, as appropriate, within agreed service levels
Construct physical and virtual hardware to facilitate the business requirements
Installation of server and client software
User accounts, Office 365, and Teams creation with group and password management
Set up network resources, ensuring security permissions and fault diagnostics are set
Maintain smartphones and company devices
Be proficient in Office 365 and confident enough to be able to provide training and support to end-users
Perform repairs to faulty hardware where possible or organise the return to the supplier for repair
Liaise with suppliers to obtain quotes for the purchase of IT consumables, spare/replacement parts, etc.
Any other duties assigned in line with scope of role

And in addition:

Demonstrate and uphold the company values
Demonstrate pro-activity towards personal development

Where you'll work

Corringham Road Industrial Estate
Miller Road
Gainsborough
DN21 1QB

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

DN COLLEGES GROUP

Your training course

Information communications technician (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Identify and scope the best solution informed by the system data associated with the task
Test and evaluate the system's performance and compliance with customer requirements.
Escalate non routine problems in line with procedures
Use basic scripting to execute the relevant tasks for example PowerShell, Linux
Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
Apply the necessary security, in line with access and/or encryption requirements
Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
Test and evaluate network environments
Monitor performance and usage of a network
Deploy applications on a network
Set up storage and data access for staff
Apply necessary security measures, in line with access requirements to a network
Carry out routine maintenance across network systems, ensuring organisational compliance
Monitor network-related workloads including DNS and firewalls
Install or undertake basic upgrades, either physically or remotely
Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Your training plan

Training will be at Doncaster College where you will access a wide range of facilities on offer. 

Day release  

You will undertake the Information Communications Technician standard.   

https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technician-v1-1

You will undertake Functional Skills for English and/or Maths if needed   

You will undertake both on and off-the-job training by a team of industry qualified professionals to give you the best skills, knowledge and experience.

Requirements

Essential qualifications

GCSE in:

Maths/English (grade 4/C)

Other in:

IT (grade Level 2)

Desirable qualifications

Other in:

Full UK Driving Licence (grade Full UK Driving Licence)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Number skills
Analytical skills
Logical
Team working
Initiative
Non judgemental
Patience

Other requirements

You must be able to travel to and from work and college. Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). The Apprenticeship National Minimum Wage guide is updated every April (ANMW): https://www.gov.uk/national-minimum-wage-rates

About this company

Eminox designs and manufactures exhaust after-treatment systems, reducing emissions from heavy-duty vehicles and equipment. Our products are supplied as original equipment to meet the latest emissions standards. We also produce complete emissions systems for retrofit to meet the ever-changing demands of local air quality programmes such as London’s Ultra Low Emission Zone and Clean Air Zones across the country. Eminox also supply replacement products to the UK and European independent Aftermarket

https://eminox.com/ (opens in new tab)

After this apprenticeship

Successful completion of the apprenticeship could lead to a higher-level apprenticeship or full-time employment for the right candidate

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