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IT Apprentice Support Analyst


Job Summary

Firebrand Apprenticeships
Bracknell RG121RB
Computer Hardware
Computer Software
Computer/IT Services
Job Type
Full Time
Years of Relevant Experience
Less than 1 Year
Education Level
Secondary School or equivalent
Career Level
Entry Level
250.00 - 250.00 £  per week
Job Reference Code
Contact Information
Firebrand Apprenticeships
Firebrand Apprenticeships
308 Regent Street, London, WS1B 3AT

IT Apprentice Support Analyst

About the Job

This is an excellent opportunity for a motivated individual to develop their long-term career working as an Apprentice Support Analyst for an award winning, West Berkshire based managed services provider. As part of a Higher Level 4 IT Apprenticeship, you?ll gain hands-on experience, industry recognised Microsoft, CompTIA and ITIL qualifications all whilst earning.

Who will I work for, and what will I do?

Established in 1996, the employer is an award winning Managed Services Provider with a well-established services portfolio encompassing Managed Services, Cloud computing and Technology solutions primarily into the small and mid-sized business sectors throughout the South of England. Based in the hub of the Thames Valley, they have an impressive track record of providing high quality IT support and solutions and hold specialist accreditations from industry leading vendors; HP, Microsoft, VMware, Dell, Citrix and Veeam. Due to continued growth and success, they are now looking to appoint an Apprentice to assist with the build & configuration of customer systems as well as providing first-line technical support as part of the service desk team. A significant part of your development within this position will be through their Service Desk function and as such, customer interaction will be significant, specifically receiving and responding to customers support queries.

Other key responsibilities will include:

  • The preparation of client?s equipment within their build and configuration area. Typically this will involve the loading and configuring of customer software (Windows and MS Office type apps typically) for newly purchased or failed equipment. The majority of equipment will be PC?s and laptops but there will also be a degree of server hardware assembly and software loading. All of these processes typically follow a defined ?build document? that must be followed but we also need a person who has the ability to manage the updating and version control on these build documents to accommodate small process changes and updates that regularly occur and need to be reflected in the supporting documentation that is used in future.

  • Ensure the accurate and appropriate logging of helpdesk calls in accordance with company policies

  • Provide first line remote technical helpdesk support, primarily for desktop and office IT issues including Microsoft Office, Windows/Mac Operating systems, network and connectivity problems and performance troubleshooting.

  • Utilise a combination of remote access tools/management systems and direct telephone contact to maintain a high degree of customer service for all support queries and adhere to all service management principles and service level commitments.

  • Escalate calls effectively to appropriate IT Team Member after relevant troubleshooting and investigation steps have been completed.

  • Respond to alerts from the remote monitoring system.

  • Ad-Hoc project work.

  • Contribute towards the teams weekly/monthly objectives

  • The company operates a quarterly performance based bonus scheme based upon the businesses performance against key metrics

  • Overtime is paid for hours worked outside of contract.

What training will I receive?

Firebrand offers a unique Higher Level 4 IT Apprenticeship scheme that provides award-winning industry training and certifications, valuable work experience and offers on-going support all with the ultimate goal of securing you a long-term career within the world of technology.

During your 24 month IT apprenticeship programme, Firebrand will provide residential training at our distraction-free training centre. Our method of accelerated training allows you to achieve industry-recognised certifications such as CompTIA, ITIL and Microsoft faster, giving you more time to put your new skills in to practice within a working environment. Firebrand will also provide you with a Mentor who will be supporting and assisting you with your development. By the end of your 24 month apprenticeship, in addition to having numerous industry recoginesed qualifications, a steady career with a supportive employer, you will also be recognised by the British Computer Society (BCS) for entry onto the register of IT Technicians, confirming SFIA level 3 professional competence.

What experience do I need?

You?ll possess a flexible attitude paired with the ability to perform under pressure. Although technically you?ll be passionate and demonstrate core IT skills, our focus will be on your communication skills and ability to speak with clients. You?ll show a commitment to quality as well as a thorough approach to work

Finally, you will have:

  • At least five GCSEs (or equivalent) at Grade C or above including Maths, English and either IT or Science.

  • Ideally, you will have either a minimum of two A levels (or equivalent) a Level 3 Apprenticeship qualification or Level 3 BTEC

  • The ability to balance many demands, so being able to multi-task in a fun but intensive environment is a critical skill.

  • You will need to be comfortable working independently and as part of a team.

  • You will be able to demonstrate an ability to think on your own two feet and take responsibility for outcomes

  • A confident verbal communicator with a strong telephone manner and communication skills will be key as will a strong customer service ethic.

  • Strong attention to detail.

  • Can clearly articulate sound reasoning for wanting to pursue a career within IT and your future aspirations and aims within the industry.

  • Willingness to travel (local South of England typically) to customer sites occasionally.

What happens after my apprenticeship?

In addition to gaining numerous industry qualifications throughout your apprenticeship, there is an opportunity for a motivated, mature and hardworking individual to forge a long-term career within an exciting and friendly organisation.

Direct career path opportunities for this role would be to progress within the service desk team with future opportunities to consider engaging in field based installation and support activities.


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