IT First Line Support - Apprenticeship

at  Primary Goal

DO YOU WANT TO BE LEARNING WHILST YOU ARE EARNING AND KEEPING UP TO DATE WITH THE LATEST TECHNOLOGY?

By choosing Primary Goal as your training provider not only will you be learning whilst you’re earning you will also be keeping up to date with the latest technology. At the same time, CompTIA learning content is at the heart of our delivery, we will provide you with the knowledge for your Level 3 Information Communications Technician apprenticeship. By using CompTIA practice, learn and labs provided to you as part of your apprenticeship, you’ll be able to prepare yourselves for the following exams:

• CompTIA A + (Exam 1 and 2)
• CompTIA Cloud Essentials

We are recruiting on behalf of Linten Technologies Ltd where you will gain valuable experience as a Level 3 Information Communications Technician, following the Support Technician pathway. We pride ourselves on the support we give our apprentices, you won’t be left on your own to figure things out, we will support you throughout your apprenticeship journey together with your employer!

Key Duties

• Primary role is to handle incoming incidents by receiving phone calls.
• Proactively managing and prioritising work queues, maintaining accurate notes and progressing ticket in a timely manner to completion.
• Provide technical support to address and resolve incidents for clients within the MSP framework.
• Effectively managing client expectations, demonstrating an understanding of urgency and timescales
• When an incident requires elevated technical expertise escalate the incident to the relevant support team.
• Administration and management of client servers, networks, and systems, ensuring adherence to best practices and security standards.
• Maintain detailed knowledge base information on incidents which have not been documented previously.
• Travel to clients’ sites to carry out hardware installations where required.
• Identify areas for personal development.

Technical Skills

• Desktop support expertise
• Troubleshooting skills
• Office 365
• Azure/AD
• Windows Desktop
• Hardware and peripherals
• Application support
• Basic Networking (TCP/IP, DHCP & DNS)

Responsibility:

• Call Triaging
• Monitor and maintain theHalo ticketing system.
• Office 365 installation and administration, updates, and system configurations.
• Providing detailed troubleshooting steps before escalating to higher-level support teams when necessary.
• Troubleshoot and diagnose technical problems both remotely and in person.
• Basic understanding of Administrating Azure/AD.
• A basic understanding of IT security fundamentals.
• Client Site visit.
• Assisting and working on project work.
• Understand SLA’s and response times.

The training you’ll be provided with:

• Comprehensive introductory modules to technical concepts
• Level 3 Information Communications Technician apprenticeship standard
• Training for all pathways of your IT career (support technician, network technician, digital communications technician)
• Specialising in a portfolio of evidence for the Support Technician pathway
• e-learning training materials
• Bi-weekly virtual classroom training on all options of the apprenticeships
• Access to virtual labs to develop technical competency.
• Monthly work-based coaches visits and competency checks.
• 9 am – 5 pm Support desk for technical support
• Personal Learning and Thinking Skills and Key Skills development.
• Option for vendor and technical certificates- e.g. CompTIA

You will also have the opportunity to network with a range of other apprentices on our programme who can share ideas, offer suggestions and support. Our apprentices love being able to help each other!
As one of our apprentices you will also have access to our online portal that will provide you with information and technical guidance, as well as links to the helpdesk to speak to technicians who can give real-time advice and support.

We are looking for someone who:

• Has a true passion for technology.
• Feels confident using hardware, software, and other technical devices.
• Has good communication and interpersonal skills.
• Has a passion to learn with enthusiasm and motivation to achieve success.
• Loves helping others and enjoys working with people of all ages.
• Is committed to complete the full apprenticeship programme.
• Has the ability to work well in a team and independently using their own initiative.
• Has a true passion for new and emerging technology. Is enthusiastic about digital developments and has an active interest in IT keeps up to date with current technology and trends.

DESIRED QUALIFICATIONS:

We require someone who is educated to GCSE standard English and Maths grade 4 (or above), or Functional Skills Level 2 in English and Maths.

DISABILITY CONFIDENT: PRIMARY GOAL IS COMMITTED TO BEING A DISABILITY CONFIDENT TRAINING PROVIDER, AND AS SUCH WILL MAKE REASONABLE ADJUSTMENTS REQUIRED FOR INTERVIEW. PLEASE DISCUSS ANY REQUIREMENTS WHICH YOU MAY HAVE WITH THE RECRUITMENT TEAM.

PLEASE NOTE that we will require a copy of your personal CV.
When completing your CV, please consider the job description and the role you are applying for.
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• Primary role is to handle incoming incidents by receiving phone calls.
• Proactively managing and prioritising work queues, maintaining accurate notes and progressing ticket in a timely manner to completion.
• Provide technical support to address and resolve incidents for clients within the MSP framework.
• Effectively managing client expectations, demonstrating an understanding of urgency and timescales
• When an incident requires elevated technical expertise escalate the incident to the relevant support team.
• Administration and management of client servers, networks, and systems, ensuring adherence to best practices and security standards.
• Maintain detailed knowledge base information on incidents which have not been documented previously.
• Travel to clients’ sites to carry out hardware installations where required.
• Identify areas for personal development