Modern Apprenticeship | 1 Position available

IT Support Technician

Quest IT Support


IT Support Technician

Quest IT Support

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£10,000 to £14,000 per year St Andrews Full-time (37.5 Hours) QA Apprenticeships 28/02/2019 SCQF level 6/7

Job overview

Currently seeking an ambitious individual with a keen interest in IT for an IT Service Desk Apprenticeship position with a professional, creative and dynamic company.

• Installation and configuration of computer hardware, operating systems and applications;
• Ongoing maintenance, fault resolution, performance optimisation and application of software patches;
• Troubleshooting system and network problems, diagnosing and resolving hardware/software faults;
• Pro-actively monitoring network and system performance;
• Performing general “system administration” tasks on all elements of the network;
• Replacement of hardware parts as required;
• Assisting other engineers as required;
• Providing 1st line technical support via telephone, email and face to face;
• Providing “out of hours” support as required;
• Supporting customers remotely and onsite;
• Taking ownership of problems and working pro-actively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction;
• Logging of all calls vis support ticket submission system following outlines processes;
• Responding within agreed time limits to enquiries from customers to help them resolve any hardware/software problems;
• Maintaining a log of any software and hardware problems detected and steps taken to resolve them;
• Escalating more complex calls to the relevant IT Support members;
• Analysing traffic data and trends and escalating areas of concern;
• Through pro-active and systematic review, discovering problem areas that could negatively impact system performance or customer satisfaction;
• Testing and evaluating new technology;
• Supporting, maintaining and improving customer service;
• Demonstrating clear knowledge of Quest’s full range of products and services to ensure personal development of product/services knowledge;
• Performing related duties as required or assigned and providing back-up support to other positions in the office in case of absence or work overload;
• Attending and actively participating in team and company meetings;
• Providing regular updates as requested by management.

Additional Information:
• 37.5 hours per week , Monday – Friday
• £10,000 - £14,000 per annum
• The opportunity to join a professional and well-established company.

What will I learn?

Our IT Systems and Networking apprenticeship combines high-quality classroom training with practical, hands-on work experience, to develop your real-world skills using the most popular IT technologies.

• SQA SCQF 6 Diploma in ICT and Telecommunication Professional (equivalent to working at Advanced Higher/HNC level)
• SQA SCQF 8 Diploma in ICT and Telecommunication Professional (equivalent to second year of degree study)
• Microsoft and Cisco qualifications

What qualification or qualities are required?

Required Skills:

• Pro-active self-starter
• Conversant with modern technology
• High attention to detail with problem solving skills
• Enthusiastic employee with ambition, strong work ethic and can work well in a team environment
• Open to new ideas with the willingness to learn

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