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Level 3 Information Communication Technician

Company: Wilson Wright

Full Address: 5 Fleet Place, London, EC4M 7RD, United Kingdom

Weekly Hours Worked: Monday-Friday, 35-hour week (Shift pattern – 8am to 4pm, 9am to 5pm or 10am 6pm during busy periods)

Salary: £20,000 Per Annum

Please contact Ami on Ami.Wilson@estio.co.uk or call 0113 3500 333

About the company:

Wilson Wright has a proud heritage and as a firm of Chartered Accountants since commencing business in 1893. Over the last decade the firm has undergone a number of transformations to become the dynamic and highly respected advisory firm it is today.

Great service is critical to our success and that by promoting a personal, supportive and proactive environment, we can deliver advice of the highest standard.

We act for a diverse range of clients who operate in a multitude of sectors both in the UK and Internationally including, but not limited to, property, sports, entertainment and media.

For more information about some of our clients and to see what sets us apart, please watch our ‘Making it Count’ video https://www.wilsonwright.com/making-it-count/

Brief job description:

Estio Training have an exciting new opportunity for an IT Support Analyst Apprentice with Wilson Wright, an accounting company based in London.

Job Description:

This position will be to provide 1st and 2nd line IT support for staff and partners at Wilson Wright. This role will entail working as part of a team of three to deliver a high quality, responsive and efficient service desk to the firm. Working with the IT Support Analyst, the successful candidate will be the first line of contact for all support requests relating to the desktop, mobile, printer environments and line-of-business applications. They will also provide absence cover for the IT Support Analyst and support with general IT procurement/administrative tasks.

Your duties and responsibilities in this role will consist of:

Service Desk

• Work alongside IT Support Analyst and IT Manager to provide day-to-day technical expert advice and support on all hardware and software issues.
• Take ownership of IT issues becoming the first point of contact internally and with any external support providers.
• Respond & log incoming IT support calls/queries (via phone, Teams or email) onto the service desk application, and “fix on first call” over the phone/remotely if possible or escalate to other team members/third parties, as needed.
• Actively monitor the call logging system to ensure that all requests for support are dealt with and responded effectively and efficiently.
• Proactively support all IT security issues and data storage initiatives
• Act as the technical resource on ad-hoc projects as required.
• Support management of day-to-day IT tasks including review of server operating efficiencies, backups, UPS, network switches and other business critical equipment.
• Identifying risks, opportunities, faults, and areas for development within the company’s IT framework.
• Strong verbal, written and relationship skills used to interact with all levels of technical and non-technical individuals.
• Engage with third party suppliers and vendors to obtain required outcomes for queries.
• Provide support to ensure all firmwide hardware and software is up to date with relevant versions and security patches.

Procurement

• Assist in procurement of hardware, applications and software licenses following guidelines and guidance from the IT Manager.
• Obtain hardware and software quotes on behalf of users and other wider IT team.
• Follow software purchasing guidelines and liaise with IT Support Analyst/IT Manager to ensure software is compatible with the firm’s network and IT systems.
• Monitor all firmwide IT hardware/software deliveries.
• Stock control management for key IT hardware items.

Administration

• Maintain the IT asset register, ensuring that all assets are recorded and updated/removed when required.
• Maintain the IT knowledge base, ensuring documents are kept up to date and created when required.
• Maintain and create user documentation, training guides and be able to conduct training on key systems for new users.
• Assist with deployment of user devices, such as laptops, surface & mobile devices in line with BYOD policy.
• Provide general administrative support to the IT Support Analyst, IT Manager and Chief Information Officer.
• Follow agreed processes for joiners, leavers, moves, changes, and desk setups.
• Coordinate and help with new starter onboarding and leaver off boarding in line IT procedures/best practice guidelines.
• Conduct a daily IT checklist to proactively prevent regular or common faults.

Qualifications:

• 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills Required:

• Basic understanding of PC hardware set-up/configuration and the knowledge to troubleshoot problems.
• Basic knowledge of Microsoft desktop based operating systems, with emphasis on Windows 10, and Microsoft Office 365 desktop applications.
• Experience of using service desk applications would be beneficial.

Personal qualities:

• Willingness and ability to help.
• Excellent telephone manner.
• Good communication skills.
• Quick to learn.
• Flexible, in both attitude and availability.
• Self-motivating.
• Analytical skills.
• Good organisational skills.
• Well presented.
• Professional approach with colleagues and peers.
• Understanding of responsibilities.

Future prospects:

The role offers a permanent role upon completion of the apprenticeship depending on performance.

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

• Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
• Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
• Prioritise systems support tasks and monitor and maintaining system performance
• Maintain regulatory, legal and professional standards.
• Support the information systems needs for your business.