Summary
The broad purpose of the ICT occupation is to deliver efficient operation and control of the IT infrastructure (comprising physical or virtual hardware, software, network services and data storage) that is required to deliver and support the information systems needs of an organisation.
What you will do at work
- Act as a first point of contact for IT support requests by phone, email, Teams and in person.
- Log, prioritise and track tickets in the support desk system, keeping users updated through to resolution.
- Diagnose and resolve 1st line issues such as password resets, account lockouts, printing, email and software faults.
- Escalate more complex issues to 2nd and 3rd line colleagues with clear notes on what has been tried.
- Set up new starters and process leavers, including user accounts, mailboxes, group memberships and equipment.
- Build, deploy and re-image Windows laptops and desktops, and install approved software.
- Maintain an accurate IT asset register as equipment is issued, moved or returned.
- Assist with the administration of Windows Server, Active Directory and Group Policy.
- Support the virtualised server estate, monitoring hosts and virtual machines and assisting with builds and patching.
- Assist with Microsoft Azure and Entra ID administration, including user and licence management.
- Assist with the support of the network, including switches, WiFi, firewalls and VPN, and help with fault-finding.
- Carry out routine checks on backups, patching, antivirus and system health, reporting anything unusual.
- Follow change control and security procedures, and keep technical documentation up to date.
- Create and maintain knowledge base articles, user guides and hints and tips.
- Take part in IT projects such as hardware refreshes, office moves and system upgrades.
Training
Delivered on site
Requirements and skills
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Problem solving skills
- Team working
Qualifications
- GCSE English (4) – essential
- GCSE Maths (4) – essential
About this employer
Thorlux Lighting is a UK-based lighting manufacturer located in Redditch, Worcestershire, and is part of the FW Thorpe Plc group. Founded in 1936, the company designs and manufactures professional lighting products, including LED lights, emergency lighting and intelligent lighting control systems for commercial and industrial buildings. Thorlux focuses on energy efficiency, innovation, product quality and sustainability.
After this apprenticeship
Routes such as:
- IT Support Technician
- Senior Roles
- Advanced technical roles
Employee benefits
- Holidays – 25 days plus 8 bank holidays
- Pension – match (either 5,6 or 7%)