Infrastructure Technician Level 3 Apprenticeship at Dash Media

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Infrastructure Technician Level 3 Apprenticeship

To provide effective support, installation, configuration and maintenance of our customer’s IT systems software, hardware and infrastructure as well as data security.

Duties and Responsibilities will include:

  • Microsoft administration
  • Provide technical support; answering support queries via phone and email
  • Support users remotely
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Take ownership of user problems and be pro-active when dealing with user issues
  • Maintain and update all calls on the call logging system
  • Respond to enquiries from clients and help them resolve any hardware or software problems
  • Support users in the use of computer equipment by providing necessary training and advice
  • Update asset lists, keeping track of laptops, and other ICT equipment
  • Ensure satisfactory working state of equipment, be able to support the use of operating systems: (Windows 10)
  • Troubleshoot and assist users face-to-face, by phone, by email or by remote access
  • Support users with varying knowledge and experience
  • Undertake general admin duties
  • Install software on laptops/desktops
  • Install, service and repair hardware
  • Troubleshoot software compatibility issues
  • Install projectors/smart boards/speakers/network/computers/printers
  • Manage active directory accounts
  • Maintain email functionality
  • Update and deploy computer images, experience would be beneficial
  • Ensure clients are getting regular backups
  • Deploy and check all users have updated Anti-Virus software
  • Set up and assist staff with ICT equipment e.g, setting up printers
  • Any other duties that are applicable to this role

Training to be provided

  • This apprenticeship will give you a Level 3 Infrastructure Technician Standard 
  • Some of these modules will include examinations in order to receive a professional certificate

The training will provide the knowledge to pass the end point assessment.

There will be work based assessments throughout the year.

Technical Competencies:

  • Communication: works both independently and as part of a team and following the business standards; competently demonstrating an ability to communicate both in writing and verbally at all levels, using a range of tools and demonstrating strong interpersonal skills when dealing with colleagues and clients during all tasks
  • IT Security: Demonstrates the necessary skills and behaviours to securely operate across all platforms and areas of responsibilities in line with organisational guidance, legislation
  • Remote Infrastructure: Effectively operates a range of mobile devices and securely add them to a network in accordance with organisations policies and procedures
  • Data: effectively records, analyses and communicates data at the appropriate level using the organisation’s standard tools and processes and to all stakeholders within the responsibility of the position
  • Problem solving: applies structured techniques to common and non-routine problems, testing methodologies and troubleshooting and analyses problems by selecting the digital appropriate tools and techniques in line with organisation guidance and to obtain the relevant logistical support as required
  • Workflow management: works flexibly and demonstrates the ability to work under pressure to progress allocated tasks in accordance with the organisation’s reporting and quality systems
  • Health and Safety: Interprets and follows IT legislation to securely and professional work productively in the work environment
  • Performance: Optimises the performance of hardware, software and Network Systems and services in line with business requirements
  • Can explain the correct processes associated with WEEE (the Waste Electrical and Electronic Equipment Directive)

Technical Knowledge and Understanding:

  • Working knowledge of a range of cabling and connectivity, the various types of antennas and wireless systems and IT test equipment
  • Understands maintenance processes and applies them in working practices
  • Understands and applies the basic elements and architecture of computer systems
  • Understands where to apply the relevant numerical skills e.g. Binary
  • Understands he relevant networking skills necessary to maintain a secure network
  • Understands the similarities, differences and benefits of the current Operating Systems available
  • Understands how to operate remotely and how to deploy and securely integrate mobile devices
  • Understanding and working knowledge of Cloud and Cloud Services
  • Understands the importance of disaster recovery and how a disaster recovery plan works and their role within it
  • Understands the similarities and differences between a range of coding and logic
  • Understands and complies with business processes
  • Working knowledge of business IT skills relevant to the organisation

Desired skills

  • Ability to communicate and explain computer systems and procedures to non-technical users
  • An understanding of health and safety regulations and best practice regarding ICT
  • Analytical and problem-solving skills
  • Knowledge of Microsoft and other prominent manufacturers’ systems, networks and software
  • Experience of installing and configuring computer hardware and software
  • Friendly manner and good communicator
  • Good communication skills
  • Meticulous attention to detail
  • Analytical and problem solving skills

Personal qualities

  • Be flexible and able to meet deadlines
  • Good work ethic
  • Passion for IT

Desired qualifications

  • 5 or more GCSE's grades A-C (8-4) or equivalent
  • Must include maths and English and preferably ICT

Future prospects

An opportunity to secure long-term employment.

Things to consider

Do you meet the entry criteria? Applicant without maths and English will not be put forward.

This is an exam based apprenticeship and you will need to be focused and want to succeed.

About Dash Media

As a leading web design company in Darlington, Dash Media offer a range of creative and development services to ensure projects are delivered on time and within budget.

They like to turn a clients ideas into reality, they look at logo design, brand identity or web design and can help to breathe life back into a company’s image.

How to apply

To apply for this role and to find out more, please click on the apply button.

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