IT Support Apprentice – Trafford, Manchester

Level 3 Information Communication Technician

Company: Altus Group

Full Address: Floor 9, Oakland House, Talbot Road, Trafford, Manchester, M16 0PQ

Weekly Hours Worked: 9am – 5pm (35 hours per week)

Salary: £18,000

Contact Information:
Please reach out via email at Raymond.Duke@estio.co.uk or call 0203 834 2872

About the Company:

Altus Group is a leading provider of asset and fund intelligence for commercial real estate. We deliver intelligence as a service to our global client base through a connected platform of industry-leading technology, advanced analytics, and advisory services.

Trusted by the largest CRE leaders, our capabilities help commercial real estate investors, developers, proprietors, lenders, and advisors manage risks and improve performance returns throughout the asset and fund lifecycle. Altus Group is a global company headquartered in Toronto with approximately 3,000 employees across North America, EMEA and Asia Pacific.

Job Description:

Estio Training have an exciting new opportunity for an IT Support Apprentice with Altus Group, a provider of asset and fund intelligence for commercial real estate company based in Manchester

Role Summary:

The primary function of the entry-level role is being responsible for providing timely front-line IT support services. You will manage our ticketing system and triage each ticket to the appropriate group for resolution. You will also be the primary point of contact for all internal customer queries, so a high level of customer service is a must!

Key Responsibilities:

As an IT Support Apprentice, you will:

End User Services

• Providing the primary response when requests are sent to the end user management team.
• Accurately logging requests onto the IT software management system
• Co-ordinate and prioritize requests according to severity.
• Diagnose and resolve first-level end user hardware, software & printer & network issues by providing one-on-one end-user support via telephone, e-mail, and other internal methods of communication.
• Recognize and escalate deeper and more complex issues to IT support technicians.

Customer Services

• Be responsible for maintaining and building relationships with the end users.
• Respond to internal customer queries to ensure the best possible outcome is delivered.
• Liaise with the IT team on high priority requests and provide the end users with updates until resolution.

Rapid Response

• Resolve requests based on the rapid response knowledge database.
• Respond to routine requests within the agreed service level agreement.

Qualifications:

• Educational Requirements: 5 GCSEs grades A*-C/9-4 or equivalent, including English Language and Maths.

Skills Required:

• Basic understanding of systems and technical knowledge to resolve end user hardware, software & printer & network issues
• Experience of providing a high level of customer service
• Strong communication skills (written & verbal)
• Organizational skills
• Accuracy and strong attention to detail

Future Prospects:

This role offers the potential for a permanent position upon successful completion of the apprenticeship, contingent on performance.

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

• Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
• Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
• Prioritise systems support tasks and monitor and maintaining system performance
• Maintain regulatory, legal and professional standards.
• Support the information systems needs for your business.