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IT Support Apprentice

Althaus Digital • Level 3 • Nottingham, England, United Kingdom • 1m ago

Please note, this is an apprenticeship opportunity. You will complete a Level 3 course whilst working, and be paid the national apprenticeship wage. We are not looking for anyone that has relevant ICT experience, and we can not accept anyone that has a Level 3 or higher qualification in ICT.

Role: IT Support Apprentice

Location: Nottingham

Wage: £12,480 per year

Hours: 37.5 hours, Monday to Friday

Brief description of the role

Assist employees who are experiencing any procedural or operating difficulty with IT applications, products or services. Reporting to the Groups IT Coordinator you will be responsible for dealing with 1st line support requests and where necessary escalating complex or high priority issues to 2nd line support.

Key responsibilities

Full administration of the company helpdesk portal
Providing Tier 1 support for tickets logged via the company helpdesk, phone, IM or email per agreed SLA
Liaise with third-party software & hardware vendors and provide resolution for issues not rectifiable in house
Follow up on outstanding requests and ensure a timely resolution
Create user accounts, configure and install hardware as part of the newstarter & leaver process
Remote support of users in both the UK and Internationally Administration of the following: Active Directory, Azure Entra
Microsoft 365 Products, Teams, SharePoint & OneDrive
Mail Security Platform
AMDB (asset management database)
Mobile voice, data connections and VOiP phone system
Mobile Device Management Platform
Anti-Virus Management Console
Support audio, video and IT equipment in conference & meeting rooms
Perform administrative support duties
Documenting procedures for internal use by the IT Team.
Producing "How to Guides" for end users and publishing on the company Knowledge base online portal.
Working extra hours to meet deadlines, as required and where reasonable.

The Succesful Candidate will also:

Adhere to established service level agreements (SLAs) and ensure customer satisfaction through timely and accurate issue resolution.
Keep up to date with industry trends and technological advancements, recommending improvements and innovative solutions to enhance client IT environments
Follow best practice for equipment handling, including proper disposal and recycling of electronic waste
Adhere to IT policies, procedures, and standards, ensuring compliance with security protocols and data protection regulations

Knowledge skills and behaviours developed in the role