This is an ICT Level 3 Apprenticeship role - split 80/20 between employment with the employer, and learning & gaining qualifications with Solveway Apprenticeships!

WHAT WILL THE APPRENTICE BE DOING?

We are looking for someone to join our 1st line remote support team supporting our client’s IT Systems remotely over the internet, communicating using email, telephone and live chat facilities.

DESIRED SKILLS AND PERSONAL QUALITIES:

• Clear and concise telephone manner, good customer service skills
• Reliable and able to work both with and without guidance
• Confident on the phone
• Able to explain issues and resolutions to customers with varying technical skills
• Ability to work within a team - ensuring knowledge is shared Knowledge of networking, wired and wireless
• General IT hardware and software skills
• A basic understanding of cloud technology
• Flexible and willing to learn new skills
• Motivated
• Reliable
• Enthusiastic

DESIRED QUALIFICATIONS:

GCSE English and Maths A*-C/4-9 or level 2 equivalents.

WHAT TRAINING WILL THE APPRENTICE TAKE AND WHAT QUALIFICATION WILL THE APPRENTICE GET AT THE END?

Information and Communications Technician Level 3 Apprenticeship Standard:
Training Provided:
CompTIA A+
Microsoft AZ-900

• First line support
• Imaging and maintenance of PCs
• Setup, update and fault diagnosis of customer IT systems
• General network support and troubleshooting
• Call handling: Answering customer queries directly on the phone where required and maintaining accurate records
• Maintaining client databases with up-to-date solutions and keeping a clear record of all activities involved in the call tracking software. This is an audit-able activity and must contain up-to-date records.
• Installation of computers and peripheral devices (e.g. printers, scanners, mobile/smart phones)
• Explaining technical issues in a clear way to non-technical clients
• Answering the phone in a professional manner and, if relevant passing on any information promptly.