IT Technician Apprentice – Chipping Ongar, Essex

Level 3 Information Communication Technician

Company – Levett Consultancy 

Full Address – Essex Technology Innovation Centre the Gables, Fyfield Rd, Chipping Ongar, Ongar CM5 0GA

Weekly Hours Worked – 35 hours per week

Salary – £19,000 (£10.44 per hour)

Please contact Sean.Hove@estio.co.uk or call 01133 500 333

Company description:

Levett Consultancy are experts in enabling digital transformation using energy efficient cloud technology for the business and education sectors based on our core ethos of ‘Keeping Technology Simple’. We have a long history of providing a range of digital services and solutions to accommodate every type of budget. All of our staff have many years of experience transforming schools, the wider public sector and businesses using our cloud services and solutions, ensuring positive outcomes. We understand the complexities of technology and how this is applied in both the business and education sectors, and therefore our aim is to simplify cloud services and solutions by ‘Keeping Technology Simple’ and affordable for everyone.

Levett Consultancy is a customer centric business where we have a dedicated Customer Advisory Board, made up of customers from all different sectors, who help us ensure our cloud solutions and services are designed to continually meet customer requirements. We are also very proud to have gained some high-level strategic partnerships with some of the best-known global technology companies such as Google, Microsoft, Sophos, and D-Link ensuring our customers receive only the best products and advice possible.

Job Description & Responsibilities:

Your responsibilities would include:

• Provide 1st line technical support in line with the ITIL methodology and company support service definitions ensuring all tickets are recorded within the service desk along with the time taken to resolve.
• Be a team player by creating or updating knowledge base articles for tickets you have resolved to help colleagues who may encounter similar incidents or problems in future ensuring excellent teamwork.
• When contacted by a customer, act as the first point of contact for the technical support request using both written and oral communication are documented within the associated service desk ticket ensuring excellent customer service.
• Respond to support requests from your line manager or delegated customer account, recording detailed diagnostic information and using appropriate knowledge bases, logs or other tools provided by the company to allow for an informed diagnosis.
• Undertake resolution activities based on the informed diagnosis of the support ticket, ensuring the ticket is promptly resolved or escalated to the appropriate internal resource whilst ensuring excellent communication with lead customer contact.
• Communicate effectively with colleagues, customers and 3rd parties using both written and oral communication skills.
• Establish a good working relationship with colleagues, customers and 3rd parties.
• Maintain assigned contracted customers IT systems for safe, effective use by all end users.
• Maintain service continuity by documenting any changes to the customer IT systems within the designated client Change Management Database (CMDB).
• Undertake the scheduled proactive management of the customer IT systems ensuring any issues found are recorded and promptly resolved or escalated to the appropriate internal resource whilst ensuring excellent communication with lead customer contact.
• Follow the agreed maintenance schedules for your assigned contracted customers, managing the efficient implementation of backup including data restoration, virus protection, security procedures and data protection policies.
• Assist the PMO in the delivery of a project as directed by your line manager, ensuring all tasks are completed against agreed quality assurance procedures and correct governance is applied.
• Under the direction of your line manager when requested provide accurate and informative advice and guidance to customers to ensure that they are able to gain the full benefit from any investment Levett Consultancy services and solutions.
• Under the direction of your line manager when requested, provide product training to staff or customers, ensuring positive and productive outcomes for recommended products and solutions.
• Identify and record new leads or products for Levett Consultancy by informing the Business Support Team.
• Install and configure end user client device hardware operating systems and applications as directed by your line manager.
• Troubleshoot systems and network incidents, diagnosing and solving hardware, software or cloud platform issues; where an issue cannot be resolved at 1st line, ensure the incident is escalated to appropriate 2nd line team member.
• Replace IT hardware parts as directed by your line manager.
• Follow company process diagrams and written instructions to resolve logged tickets.
• Support the roll-out of new applications or systems as directed by your line manager.
• Work continuously on a task until completion (or referral to an escalation point or third party, as appropriate).
• Prioritise and manage all of your assigned open tickets ensuring excellent communication with the customer.
• Keep computer systems and hardware infrastructure areas clean and tidy ensuring a dust free environment.

Qualifications:

• 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills Required:

• Highly self-motivated and organised
• Effective and articulate communicator, both by phone and face-to-face
• Strong organisational skills
• Team player
• Innovative, positive, proactive and enthusiastic
• Willingness to learn new skills
• Reliable and hardworking
• Understanding and complying with the company operating procedures detailed in the operation guide and staff handbook

Personal qualities:

• Determined and resilient
• Highly self-motivated and organised
• Effective and articulate communicator
• Strong technical skills
• Strong organisational skills
• Team player
• Innovative and enthusiastic
• Reliable and hardworking
• Positive and proactive
• Good knowledge of Levett Consultancy portfolio of managed services, solutions and products
• Good knowledge of the IT market in order to build credibility with our customers

You must be able to travel to the office site as you will be permanently based there. Willingness to travel is essential, including overnight stays away from home as appropriate.

Future prospects:

The role offers long term security and the opportunity to progress into a permanent position. Includes pension and healthcare plan

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.