The role will also provide flexible support to departments according to business needs, contributing to day-to-day activities and customer projects while ensuring exposure to all four technical areas throughout the apprenticeship.
No previous professional IT experience is required. The role is designed for someone with a genuine interest in technology, a willingness to learn and a positive approach to developing new skills.
Key Responsibilities
Helpdesk & Remote Technical Support
- Assist the Helpdesk team in providing friendly and professional remote IT support to customers, learning how to investigate and resolve common technical issues.
- Help with everyday IT problems involving computers, software, networks and other equipment, seeking guidance from experienced Technicians where required.
- Raise, update and progress support tickets within the company's management systems, ensuring accurate records of work undertaken and customer communications.
- Support routine IT maintenance activities, including system checks, software updates and basic monitoring tasks, while developing an understanding of customer environments and support procedures.
- Answer incoming Helpdesk telephone calls in a friendly and professional manner, gathering relevant information, logging support requests and directing enquiries to the appropriate Technician where required.
On-Site Support
- Accompany Field Technicians on customer visits, assisting with the investigation and resolution of onsite IT issues under appropriate supervision.
- Assist Field Technicians with the setup, maintenance, troubleshooting and replacement of computers, networks, printers and other IT equipment within customer environments.
- Develop professional relationships with customers, providing clear communication and friendly assistance while representing Drift IT Ltd onsite.
- Help document onsite work, update support tickets and maintain accurate customer equipment and technical records.
IT & AV Installation
- Assist Installation Engineers with the installation, setup and testing of IT and AV equipment at customer sites.
- Support the installation of displays, interactive screens, projectors and associated equipment, working alongside experienced Engineers.
- Learn basic cabling and installation techniques, including preparing, connecting and testing equipment in accordance with company standards.
- Help prepare tools, materials and equipment for installations, ensuring items are organised and ready for planned work.
- Assist with equipment testing and installation handovers, following relevant Health & Safety procedures and safe working practices.
IT and Build Projects
- Work alongside Project Managers and Installation Engineers to support the delivery of IT and AV projects within new-build and refurbished school environments.
- Gain an understanding of project plans, specifications, drawings and scopes of work, learning how these guide the delivery of customer projects.
- Support project activities onsite, assisting with equipment preparation, installation, testing and other assigned tasks under appropriate supervision.
- Assist with decant and recant activities during school refurbishment projects, helping to safely disconnect, move, reinstall and test IT and AV equipment under appropriate supervision.
- Assist IT Project Engineers with the preparation, configuration, installation and testing of IT systems and infrastructure as part of customer upgrade and improvement projects.
Training
Information Communications Technician Level 3 Apprenticeship Standard. You will also receive full training and support from the Leep Talent Apprenticeship Team to increase your skills.
After the apprenticeship
Potential full-time position for the right candidate after completion of the apprenticeship.
Things to consider
We will carry out Right to Work checks and an Enhanced DBS check on all staff. Continued employment with Drift IT Ltd could be affected by the results of these checks.
You may also be required to attend Safeguarding and Health & Safety training should the company decide this is necessary at any point.
The job holder must carry out all duties and responsibilities with reasonable care for the health and safety of themselves and any other persons who may be affected by their acts and omissions at work.
You must cooperate fully with Drift IT Ltd in Health & Safety and Information Security matters.
You will be required to participate in the relevant apprenticeship training programme, complete associated assessments and work towards the qualifications required for the role.