Apprentice - IT Support

Earn while you learn with our award winning training team

An exciting opportunity to join our IT department based in Sunderland.

Working in our busy IT department and supporting over 1000 sites nationally. The role involves supporting a wide aspect of ICT related issues both hands on via remote access, via remote management scripting software and over the telephone.

Key Responsibilities

• Troubleshooting and resolving everyday hardware/software problems, dealing with end user queries including but not limited to printing, firewall, software, hardware, LAN/WAN, DNS and  routing issues
• Supported rollout and management of new software and upgrades/patches
• Management of Active Directory Users & Computers & associated technologies
• The provision and monitoring of Antivirus protection and the removal of threats
• Email account management supporting Office 365, POP3, SMTP & IMAP protocols

Competencies Required

• Personable telephone manner delivering excellent customer service
• Ability to effectively communicate to all levels of staff
• Ability to work to strict deadlines
• Focused & able to work competently alone or within a team
• Ability to act on own initiative and prioritise workload with confidence in your own decision making
• Willingness to learn new software applications and processes
• Able to apply an analytical thought process & adapt troubleshooting accordingly

Technical Skills Required

• Hand on experience of Microsoft Windows 10 and Microsoft Office Product
• A basic understanding of Microsoft based networking technologies is required, such as TCP/IP, DHCP, and DNS etc.
• A good understanding of ICT hardware & software troubleshooting

Qualifications/Experience required

• English & Maths grade 4 or above

General

• To be committed and dedicated to completing the customer service Apprenticeship programme within the 12 month timescale, attending all relevant training workshops
• To undertake any other duties that may fall into the job criteria
• To conform with all company policies and procedures including Health and Safety
• To treat all employees, customer and suppliers with dignity and respect

About Hays Travel

As the UK’s largest independent travel agency, Hays Travel specialise in providing good value, quality holidays alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years, and continue to grow each year.

Our values

Our SMILE values are embedded in to our Company and ensures our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.

• Supportive
• Motivational
• Innovative
• Loyal
• Excellent

What it’s like to work for us?

Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.

Of course, it's not all about work, we're very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.

This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved

Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices for relevant roles.