Digital support technician

Purpose: To provide assistance within the IT team, undertaking 1st line support tasks, logistics, assets control, and administration., * Assistance providing first line desk-side, telephone, and remote-based IT support to the internal user base

• Assist with the support and administration of stock and IT hardware
• As part of the team, assist in desk moves and equipment requests
• Accurately maintain the IT Support and asset management systems
• Undertake project work as instructed by the Head of IT, * use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
• use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
• apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
• provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
• operate digital information systems, for example* Management- Finance Human Resources* Bespoke departmental or organisational systems or databases
• communicate effectively through a variety of different channels using terminology appropriate to the audience
• use digital resources to extend own knowledge and skills relevant to their role
• risk assess the organisational impact of decisions that they take
• use digital systems to identify productivity and performance improvements
• use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
• maintain system security in line with organisational policies.
• support digital operations or digital change and transformation activities.
• investigate application problems and enable resolution to maintain productivity and improve quality of service.
• coach and guide stakeholders to develop their applications skills to use digital systems effectively.
• monitor data to analyse systems use and provide insights to recommend use or applications developments.
• support customers in the use of information, products and services through digital channels.
• diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
• maintain end-user systems physically or remotely. For example: software, hardware or operating systems
• provide and direct end-users to tools and resources to help them to resolve their digital problems.
• use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
• use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
• apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
• provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
• operate digital information systems, for example* Management- Finance Human Resources* Bespoke departmental or organisational systems or databases
• communicate effectively through a variety of different channels using terminology appropriate to the audience
• use digital resources to extend own knowledge and skills relevant to their role
• risk assess the organisational impact of decisions that they take
• use digital systems to identify productivity and performance improvements
• use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
• maintain system security in line with organisational policies.

Training schedule

Apprenticeship Training to be provided:

You will undertake the Level 3 Digital Support Technician Apprenticeship Standard and be given the opportunity to gain relevant British Computer Society qualifications

You will work alongside our experienced Service Desk team and build your skills through a combination of:

• 1-2-1 Coaching
• Group activities
• Online learning
• Work based tasks

• Proven interest in IT/tech
• An enthusiastic and professional attitude with a desire to understand and resolve user IT issues
• Evidence a commitment to learning new skills
• Some understanding of IT concepts such as operating systems, firewalls, networks, virtual machines etc.
• Some understanding of cloud environments such Microsoft Azure, AWS etc.
• Excellent verbal and communication skills
• Strong problem-solving skills
• Work effectively in a team, GCSE in: 5 GCSEs (or equivalent) inc Maths and English (grade A*- C / 9-4 (or equivalent)), A Level in: Computer Science and STEM subjects (grade A - C)

BTEC in: IT / Digital (grade Merit or Distinction)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know., * Communication skills

• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Initiative
• Non judgemental
• Patience

Please note that this is an apprenticeship position and therefore anyone with more than six months professional experience working in relevant job role or who holds relevant professional qualifications or a tech degree will not be eligible. You will also need to commit to completing a Level 3 Digital Support Technician Apprenticeship., MHR has been at the cutting edge of HR, payroll, and finance for more than four decades. In that time, we've kept our independence, always operating with stability in mind. We don't just pioneer some of the best platforms on the market, we keep supporting and iterating on them, constantly investing in the future of people and finance software. We think with the long term in mind. Why MHR? Because we take the time to focus on what matters most. People. Through our systems and the services surrounding them, we empower people to do their best work, and organisations to be as effective as possible. That's what we mean by enabling sustainable high performance for our customers. https://mhrglobal.com/ (opens in new tab)