ICT Support Apprentice

A First Line Support IT Engineer is responsible for providing the first level of technical support to end-users. This role involves troubleshooting and resolving IT issues, escalating complex problems to higher-level support, and ensuring that service requests are addressed promptly and effectively. The engineer serves as the initial point of contact for IT-related inquiries and works to maintain a high level of customer satisfaction.

User Support: Respond to user inquiries via phone, email, or ticketing system. Provide assistance with hardware, software, and network-related issues. Issue Diagnosis: Diagnose technical problems by gathering information from users, identifying the root cause of the issue, and determining appropriate solutions. Problem Resolution: Resolve issues related to desktop and laptop computers, operating systems, software applications, printers, and peripheral devices. Incident Management: Log incidents and service requests accurately in the IT service management system. Track and monitor progress to ensure timely resolution. Escalation: Escalate unresolved or complex issues to 2nd Line Support or other relevant IT teams, providing detailed documentation of the issue and troubleshooting steps taken. Remote Support: Provide remote support to users in different locations using remote desktop tools. User Training: Educate users on best practices and provide guidance on software and hardware usage to prevent recurring issues. System Monitoring: Monitor systems and networks for potential issues, perform routine maintenance tasks, and ensure systems are running efficiently. Documentation: Create and update technical documentation, including user guides, knowledge base articles, and support procedures. 

Key Qualities & Skills: 

Technical Proficiency: Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications. Troubleshooting Skills: Ability to diagnose and resolve basic technical issues, both hardware and software-related. Communication Skills: Excellent verbal and written communication skills. Ability to explain technical concepts to non- technical users. Customer Service: Strong customer service orientation with the ability to manage user expectations and deliver high- quality support. Time Management: Ability to manage multiple tasks simultaneously and prioritise work effectively in a fast-paced environment. Team Collaboration: Work effectively as part of a team and collaborate with other IT staff to resolve issues and improve support processes. Problem-Solving: Analytical mindset with strong problem-solving skills and attention to detail.

Desired Skills / Qualities:

Ability to lift and carry computer equipment, perform desk-side support, and sit for extended periods while working on a computer. Curious and eager to learn new technologies. Problem-solving mindset. Reliable and punctual. Strong attention to detail. Patient and methodical approach to tasks. Good communicator (able to explain technical concepts simply). Adaptable and open to feedback. Proactive and willing to take initiative. Team player who enjoys collaborating with others. Organised and able to manage time effectively.

Training:

Information Communications Technician Level 3 (A level) Apprenticeship Standard:

The instructor leads a live online training session so you can learn at your own pace and in the comfort of your own home or office. A full training schedule is provided upon a confirmed start date, however training is typical 1 day per week. You will be working towards Information Communications Technician Level 3 qualification.

Training Covered:

CompTIA A+ AZ-900

Training Outcome:

This apprenticeship can lead to a full-time position and scope for further training and qualifications if applicable.

Employer Description:
LM Global are a UK based Telecoms and Connectivity provider working with National and International clients, supplying and managing solutions for our business clients. Independent providers offering commercially competitive and non-biased, solutions for businesses around the world. Our philosophy is simple, we provide unrivalled attention to detail and client support at the most cost-effective prices. With a combined experience of 125+ years within the Telecommunications industry, our team are world class for support and advice.

Working Hours :
Monday - Friday 9am-5pm. May require occasional evening or weekend work for maintenance or urgent support needs. You'll be based in an office environment with potential for remote work after successfully passing your probationary period.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative,Non judgemental,Patience