Job Description
The role will be a key part of the IT department, being the first point of contact between the IT department and employees. The successful candidate will develop a deep knowledge of all aspects of the technology landscape at Arrow in order to rapidly diagnose issues and rectify them whilst completing a 13-15 month Infrastructure Technician Level 3 Apprenticeship.
Main role / Responsibilities: [will include but not be limited to]:
- Provide a first point of contact between the IT department and AGG employees to ensure they receive appropriate help in a timely manner.
- Provide initial assessment, triage, research and resolution of incidents and requests, using the incident management and request fulfilment processes, in line with Service Desk objectives.
- Liaise with the Managed Services provider as required using the agreed request fulfilment, incident management and change management processes.
- Work alongside Second and Third line colleagues to follow tickets through to a complete and timely resolution.
- Provide support / assistance to other members of the IT function where appropriate. Examples of investigations could include: network diagnostics; hardware performance issues; various Microsoft technologies including O365, MFA etc.
- Monitor and act upon incident and service requests logged with the Service Desk teams, maintaining ownership of these requests and communication with users and colleagues.
- Support the IT department with the procurement process.
- User management (starters, leavers and movers)
- Suggest, implement and embed improvements to IT systems, processes and culture so that solutions meet AGG’s goals and objectives.
- Update knowledge base and process documentation with technology solutions and fixes
- Implement and adhere to the Information Security Policy including administering and securing various devices in line with Information Security Policy
Personal Qualities :
Arrow Global are looking for someone with the ambition and drive to learn more and eventually secure a role within the IT team. They will support you by providing the opportunities to work alongside people with a wealth of experience to develop your skills and knowledge.
Skills Required :
In addition to the passion for IT, you will also have:
- Strong people and communication skills
- Ability to resolve issues quickly
- Ability to change priorities at short notice
- Strong problem-solving skills
- Experience of hardware and software installation and configuration
- Knowledge of IOS configuration and support
Future Prospects :
92% of QA Apprentices secure permanent employment after finishing their apprenticeship.
There may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.
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