Job Summary
  • Salary
    £131.25 (per week)
  • Location
    Norwich, Norwich
  • Sector
    Infrastructure Technician Level 3
  • Duration
    15 Months
  • 1 Position Available
  • Closing Date
    3rd September 2017
  • Employer Name
    MNI Services Ltd
  • Distance from academy
    • 44.1 Miles
    • 1 hour 0 Minutes
  • Address
    King's Lynn PE30 4JJ, United Kingdom

Job Description

An exciting opportunity to join an established IT support company working with multiple customers globally. You’ll be introduced to first line helpdesk work along with additional duties that suit the applicant (such as computer setup, programming, development, testing and more.)
This is a fantastic role for someone looking to start their career within IT and surrounding first line support through helping clients solve their PC issues.

Tasks for this position will include but are not limited to the following:

  • First line telephone and email response.
  • To provide an initial response to new incidents, received via telephone or by email. It is the responsibility of the technician to appropriately identify the urgency of a particular incident and assign it to the appropriate person(s).
  • Should an incident be assigned to them, the technician should investigate and resolve the incident using the information available to them. If they cannot resolve the incident, it can be escalated to colleagues for assistance and/or further investigation.
  • To monitor the status of all open Incidents on the Helpdesk, chasing follow up information if necessary. The aim is to close each incident within the time frame appropriate to the contract and nature of the problem.
  • Assisting colleagues where their own knowledge is lacking, for example, on specific coding problems or application design/functionality.
  • Using “spare” time in a productive manner, for example;
    • Identifying problems in and maintaining contractually supported systems
    • Investigating new technologies and techniques
    • Extending documentation on internal and customer processes, procedure.


Training will be provided.

Please note that this position may close early if the right candidate is found before the closing date.

Working Week

Monday – Friday 9:00am – 5:00pm


Requirements & Prospects


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

Desired Skills

Computer Literate
Customer Service
Computer hardware and software knowledge and how to carry out repairs

Personal Qualities

Motivated to learn and improve, enthusiastic and positive when dealing with customers.

Future Prospects

The possibility exists for this role to develop into a full time permanent position for the right candidate and possible progression onto level 4 on performance.

  • 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 Norwich 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)