Introduction

Our intention is to equip you over the course of the 18 month program to reach the appropriate skill set with experience to transition into a full time technical role based either on the remote help desk or in the field.

About the Employer

Virtual IT is looking for an apprentice eager to establish a career in IT Support in our education division, JSPC. To complement the Information Communications Technician apprenticeship standard, Virtual IT will provide vocational experience learning and contributing to the customer experience via our remote support helpdesk based in Lancing and via our deskside support commitments in the field where you will be mentored by our Field Engineers. Our customer base is comprised of approximately 300 schools throughout West Sussex. In terms of the technology stacks you will be exposed to, this will include desktop and mobile devices running Windows Desktop and Chrome OS in traditional on-premise infrastructures running virtualised Windows Server environments through to full cloud solutions that leverage the Microsoft 365 suite. You will gain experience in a number of backup solutions, and networking (physical and wireless) technologies. They are one of the pre-eminent Managed Services Provider in the South of England supporting over 10,000 users for their IT and security, delivering a broad range of cloud, hybrid cloud, cyber security, vulnerability testing, and support solutions, bringing together the best technology sets to address their client’s ever-changing requirements.

What You'll Do

Months 1 to 8:

The apprentice will join the Customer Service Team providing administrative and hardware support to the 1st Line and Projects and Implementation teams
You will report directly to the 2nd Line Team Leader who works within the Customer Services Department
You will be required to work in the build room as well as working on specific tasks in the field defined with you by the Management Team

Months 8 to 16:

The apprentice will join the 1st Line Team providing administrative and remote support to our fast growing customer base
You will report directly to the 1st Line Team Leader who works within the Customer Operations group
You will be required to work on the Helpdesk as well as working on specific projects and tasks defined with you by the Management Team
You will not be a call logger, with the expectation being that by the end of your tenure you can resolve at least 85% of all the incidents you log yourself

General Skills & Experience:

Strong customer care and client facing skills
Good verbal and written communications skills
Excellent telephone manner
Organised, focused and rigorous
Proven problem solving skills
Able to work in a team environment
Must have desire and ability to develop new skills on the job
Strong team focus and ability to work with and without direct supervision

Attitude:

Mature attitude in a professional environment
Desire to be a team player
Looking for challenges and solutions
Promotes Customer Service
‘Can do’ attitude
Sense of humour

Technical Skills - An awareness of:

IT Hardware
Windows Operating systems
Microsoft 365

Training Outcome

Tech and digital professionals in London earn an average salary of £52,500 per year, so this Apprenticeship could be the start of a very promising and profitable career

Skills Required

Communication skills
IT skills
Attention to detail
Customer care skills
Problem solving skills
Team working
Initiative
Can-do attitude
IT Hardware
Windows Operating Systems
Microsoft 365

Qualifications

Essential - GCSE - English - Grade C/4 +
Essential - GCSE - Maths - Grade C/4 +

Course Information

Course: Information communications technician (level 3)

Level: 3

Route: Digital

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday - Friday, 9.00am - 5.30pm

Expected Duration: 1 Year 4 Months

Number of Positions Available: 2

Training Provider: JUST IT TRAINING LIMITED

1 Virtual I T Ltd jobs in England & Wales