Job Summary
  • Salary
    £230 (per week)
  • Location
    Maidstone, Maidstone
  • Sector
    Infrastructure Technician Level 3
  • Duration
    15 Months
  • 1 Position Available
  • Closing Date
    29th December 2017
  • Employer Name
    Uncle Buck
  • Distance from academy
    • 32.1 Miles
    • 42 Minutes
  • Address
    Costells Meadow, Westerham TN16 1BN, United Kingdom

Employer Description

Job Description

The IT Service Desk is the central point of contact for all IT related incidents and service requests. The Apprentice Systems & Development Technician role will involve resolving Incidents as well as meeting customer satisfaction and continuous service delivery demands.
Duties & responsibilities

 Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications

 To assist all our users with any logged IT related incident when called upon

 To take ownership of issues by carrying out problem analysis to implement workarounds with the aim of restoring service to the customer as soon as possible

 Escalating incidents to other support teams / management where necessary

 To accurately record, update and document Incident and Requests using the IT Service Desk application

 To install and configure new IT equipment

 To resolve incidents and upgrade different types of software and hardware

 To resolve incidents with printers, copiers and scanners

 To maintain a first class level of customer service at all times

 Ensuring that known issues and workarounds are documented and kept up to date to ensure that incidents can be resolved quickly and easily

 Ensuring that relevant Compliance and IT Security requirements are met and considered at all times, such as PCI

 Actively engaging and representing the team when working on company projects

 Procurement of IT hardware and software when required

 Actively support the SIP telephone system with changes as required

 Ensure that any issues that cannot be rectified internally are logged with external support companies and followed through to a resolution

 Flexible to rota out of hours’ service requests


Working Week

8am until 4pm Monday to Friday with an hour for lunch


Requirements & Prospects


A minimum of 5 GCSE’s C and above Including Maths, English and ICT (or equivalents)

Desired Skills

  1. Experience with the following technologies would be advantageous but isn’t vital: • Microsoft Windows (7, 8, 10) installation, support and troubleshooting
  2. Microsoft Windows Server (2008,2012) installation, support and troubleshooting
  3. Microsoft Exchange (2010, 2013) support and troubleshooting • Active Directory and file / folder level permissions
  4. SQL Server (2008, 2012) administration (basic level)
  5. Knowledge of WatchGuard firewalls would be advantageous

Personal Qualities

  1. Excellent customer service skills
  2. Excellent communication skills (telephone and written)
  3. Excellent organisation and prioritisation skills
  4. Sound judgement
  5. Initiative
  6. Detail-oriented

Future Prospects

On successful completion of the apprenticeship a full time position may be offered.

  • Apprenticeship Length
    15 Months
  • Training Provider
    Aspire Achieve Advance Ltd
  • Academy Location


Throughout the duration of your Apprenticeship (typically 15 months) you will be required to attend the 3aaa Technology Academy in Maidstone for 30 days of training across five months featuring structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3 Apprenticeship standard – Infrastructure Technician. The qualifications consist of:
• Level 2 Functional Skills English and Maths (if applicable)
• Knowledge Module 1 - Networking and Architecture
• Knowledge Module 2 - Mobile and Operating Systems
• Knowledge Module 3 - Cloud Services
• Knowledge Module 4 - Coding and Logic
• Knowledge Module 5 - Business Processes
• One vendor certification selected based on your job role and individual capabilities (Typically a Microsoft Technical Associate (MTA) certification)
Knowledge Modules are specified by the British Computer Society (BCS)

Qualification Gained

Advanced Apprenticeship (Level 3)