Milton Keynes College

Apprentice 1st Line IT Support Assistant (L3)

Silverstone, Towcester
£15,000 per year
06 Jul 2018
29 Jul 2018
Job Function
IT / e-learning
Contract Type
Fixed Term
Full Time

Employer: Force India Formula One Team Ltd

Apprenticeship level: Advanced

Apprenticeship duration: 18-24 months

Possible start date: 13th August 2018

Working week: Monday to Friday 8.30am - 5.30pm, 1 hour lunch break, 40 hours per week

Would you like to work for a well known Formula One Team? You will be working on an office based service desk and providing administrative support to the IT department. If you are looking to start a career in IT, apply today!


  • Field incoming service requests from end users in a courteous and professional manner
  • Document all pertinent end user information and nature of service request
  • Prioritise requests & escalate (when required) to the appropriate 2nd line support
  • Record, track and document the service request problem-solving process, including all actions taken, through to final resolution
  • Perform at desk & remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring or maintaining  systems and applications
  • Utilise service desk and diagnostic tools as appropriate
  • Perform post-resolution follow-ups to service requests
  • Collect and maintain IT hardware & software inventories and maintain compliance data
  • Assist with IT project work if required
  • Field other departmental telephone calls and handle accordingly
  • Maintain departmental calendars, setup and coordinate meetings
  • Maintain departmental intranet content where appropriate
  • Maintain support, project and budget documentation as required
  • Manage purchase requests and monitor order progress
  • Research and obtain quotations for IT consumables and equipment when requested
  • Review and set daily objectives
  • Perform general clerical duties

Desired skills:

  • A working knowledge of common IT systems and applications from a usage and support perspective.  These systems and applications will include Microsoft Windows, Office & Active Directory, telephony systems and various hardware platforms
  • Knowledge of ITIL advantageous
  • Previous service desk experience & clerical experience would be advantageous
  • Excellent customer support skills
  • Able to work well and stay calm in high pressure situations
  • Integrates and communicates well with team
  • Ability to take responsibility and ownership of tasks delegated
  • Prepared to occasionally work out of hours (late nights / weekends)

Personal qualities:

  • Friendly and enthusiastic
  • Determined and motivated
  • Well presented
  • Team player
  • Has a passion for IT
  • Keen to learn and succeed

Desired qualifications:

  • GCSE Grade C/4 or equivalent in English and Maths


  • Apprenticeship Standard for IT Infrastructure Technician
  • Attendance at College
  • Regular visits from the College into the workplace
  • Observations and assessments in the workplace
  • Use of e-portfolio
  • End point assessment
  • Ongoing training and support from the College and employer

The Apprenticeship will incorporate face to face workshops, online learning and on the job experience.

In addition to achieving a Level 3 IT Infrastructure qualification, the apprentice will also study for the following:

  • City & Guilds Knowledge Module 1 - Networking & Architecture
  • City & Guilds Knowledge Module 2 - Mobile & Operating Systems
  • City & Guilds Knowledge Module 2 - Cloud Services
  • City & Guilds Knowledge Module 4 - Coding & Logic
  • ITIL Foundation Level

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