ICT Technician Level 3
BRUSH Group · Leicestershire
- Deliver a consistent, high-quality service for customer incidents and requests, meeting agreed service levels and productivity targets.
- Manage requests through a streamlined workflow, ensuring customers receive standard business services quickly and efficiently boosting end-user productivity.
- Be the first point of contact for IT support issues, responding promptly and performing initial triage.
- Provide technical support for hardware, software, and operating systems, resolving issues right the first time and prioritising based on wait time.
- Handle escalated or complaint tickets with care and professionalism, following a clear framework.
- Act as a key part of our teams, resolving technical issues and contributing to the management of Major Incidents and Problem records.
- Offering support to users to minimise disruption.
- Proactively monitor and diagnose issues in key systems, helping to maintain data integrity and system resilience.
- Provide second line user support, involving setting up new IT end user equipment, provisioning user accounts, user access management, resolving basic
- connectivity, user hardware and printing issues, software installations, perform regular health checks of IT kit.
- Manage IT asset registers when users / hardware move locations.
Perks & benefits
Skills required
- Basic familiarity with IT, computers and operating systems
Qualifications required
- 5 GCSEs level 9-4 in Maths and English and IT or Computer Science
Training you'll get
The ICT apprenticeship will enable you to provide quality support to internal or external customers and troubleshoot system issues to keep your organisation running at all times.
This apprenticeship has two routes:
The Support Technician role is based around resolving system user queries and faults in a helpdesk environment. Support Technicians rectify or escalate faults rapidly to reduce the impact to their customer.
The Network Technician role is usually desk based but may involve visits to client's premises to resolve issues. Network Technicians may be installing networked IT systems, including cabling and hardware, or cloud services to support expansion and better network services.
Our Information Communications Technician apprenticeship programme integrates six modules of technical training with work-based projects. This ensures that learning and skills are directly applied to the apprentice’s role, and maximises the time used as part of off-the-job training.
The modules include:
Networking Essentials
Cloud Services
Mobile and Operating Systems
Technology and Business
Scripting and Automation
EPA Readiness Training
For each module, learners benefit from attending small, scheduled Live Online classes taught by a subject matter specialist, combined with additional online learning that can be completed at their own pace. Each of our live classes are interactive and involve lots of practical discussion, giving learners quality time both with tutors and industry peers to spark new ideas and get new perspectives. Learners get practical lab time to hone their skills and learn from each other, as well as their tutor
Future prospects
- Career paths in I.T. service and infrastructure, applications or analyst role in a growing organisation/sector
The essentials
Hours, commitment and the dates that matter.
Training provider
Delivers the training for this role and manages your application.
