IT Support Technician

Planet Intelligent Technology provides managed IT support, cyber security and cloud services to businesses across London and the UK, helping organisations enhance efficiency, security and business performance through expert technology solutions.

Overview

As the IT Technician Apprentice you will act as the initial point of contact for IT issues, providing remote or telephone troubleshooting to resolve routine hardware, software and access queries. Assist with logging tickets, diagnosing problems and escalating complex issues to 2nd/3rd line teams to meet service level agreements. Monitor and work on the Workshop queue as well as the 1st Line queue, complete backup checks and escalate issues if unable to resolve.

Duties, tasks and responsibilities

• Respond promptly to incidents and service requests, ensuring adherence to agreed Service Level Agreements (SLAs).

• Complete daily backup checks, resolving or escalating any issues identified.

• Provide first-line technical support to clients, both independently and as part of a collaborative team.

• Assist the Call Centre Coordinator when required.

• Act as an escalation point of contact for customers.

• Monitor and manage the 1st Line and Workshop queues.

• Collaborate with specialist support teams to escalate and resolve complex technical issues.

• Document support activities, solutions, and create knowledge base articles to support continuous improvement and knowledge sharing.

• Attend client sites when required.

• Provide IT support for Windows 10/11, Windows Server, Microsoft 365, Active Directory, and hybrid environments.

• Install, configure, and troubleshoot software applications, printers, antivirus solutions, and Microsoft Office.

• Support and maintain client systems, networks, hardware, virtual servers, and IP phone systems.

• Contribute to wider IT projects, including implementation, migration, and design activities.

• Previous experience in a similar IT support environment.

It is important all duties of the job holder are performed in a professional and responsible manner. That you are polite and considerate in your communications with customers, suppliers and colleagues. To promptly escalate any shortfall or issues that may adversely impact customer satisfaction to your line manager at the earliest opportunity.

Personal specifications

• Excellent interpersonal and communication skills both verbal and written.

• The ability to work independently or as part of a team.

• A proactive approach to supporting wider team with technical challenges.

• Ability to work with 3rd party Teams.

• The ability to multitask and work in a fast-paced environment.

• Be the escalation point of contact for team members and customers.

• Excellent eye for detail

• A positive and proactive approach with a genuine interest in IT

• The desire for self-improvement and personal growth.

• The desire to succeed both individually and as a team.

• Support and participate in technical Certification as an ongoing process.

Desirable qualification requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject

• GCSE Maths and English (or equivalents) at grades 3+ (D or above)

• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject

Non-standard entry with work experience

Relevant qualifications and/or work experience will be considered for applicants with potential to benefit from the programme.

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

For more information please visit the UK ENIC website.

Other requirements

• Full UK driving license is desired but not necessary for the role

• Be flexible and willing to travel.

This job description is intended as a general indication of the main duties, tasks and responsibilities of the job and does not include detailed instructions on how tasks are undertaken. You may be required to carry out additional tasks relevant to your job role as necessitated by growth in the organization to meet the needs of the business.

Working hours: Monday to Friday, 09:00am - 17:30pm

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.

Interested? Apply now!