Information Communications Technician apprentice

Summary

Teesside University are looking to recruit a Information Communications Technician apprentice. Successful candidate will work towards a level 3 ICT apprenticeship- support pathway.

Annual wage

£23,306 a year

Minimum wage rates (opens in new tab)

£23,306 - £23,576 Assessed depending on experience

Training course

Information communications technician (level 3)

Hours

Hours to be discussed at interview.

37 hours a week

Possible start date

Wednesday 11 December

Duration

1 Year 9 Months

Positions available

2

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

The role holder is expected to learn IT skills to:

Provide technical support to customers both internal and external through a range of communication channels
Establish and diagnose IT problems/faults using the required troubleshooting methodology and tools
Interpret technical specifications relevant to the IT task
Apply the appropriate security policies to IT tasks in line with organisational requirements
Undertake the relevant processes with the relevant tools and technologies to resolve IT technical issues
Communicate with all levels of stakeholders, talking them through steps to take to resolve issues or set up systems, keeping them informed of progress and managing escalation and expectations
Apply appropriate testing methodologies to hardware or software or cabling assets
Practice guided continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development
Document or escalate IT tasks as appropriate to ensure a clear audit trail and progression of issues
Install and configure relevant software and hardware as appropriate.
Address IT issues by prioritising in response to customer service level agreements
Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets
Support the roll out of upgrades or new systems or applications

In addition, the role holder should be able to:

Work under Direction:

Follow instructions in identifying and responding to complex issues and assignments
Deal with confidential information in a sensitive and appropriate manner
Complete assignments as agreed within the apprenticeship timetable
Determine when issues should be escalated to a higher level
Applies the appropriate level of responsibility when planning and prioritising work tasks

Able to Perform effectively in the organisation:

Able to explain their job role to stakeholders
Demonstrates effective application of knowledge
Takes action to develop own knowledge
Able to convey technical terms appropriately to technical and non-technical customers
Interacts with and influences colleagues
Contributes fully to the work of the team and actively participate in team activities
Has some experience of interacting directly with stakeholders during project activities

Organisational Principles:

Adhere to the University’s Health and Safety Policy and guidelines
Adhere to the General Data Protection Regulation and the Data Protection Act 2018
In addition to the above, you will be expected to undertake any other reasonable duties commensurate with the post, such as role rotation or relocation, as allocated from time to time by your Line Manager
Information Technology and Digital Services (ITDS) requires employees to maintain a professional image and dress appropriately so that we are easily identifiable as staff to students, visitors and colleagues, especially on campus. In addition to carrying a Teesside University Smart Card (TUSC), we require employees to wear business casual or business professional clothing and to adhere to health and safety guidelines regarding Personal Protective Equipment (PPE). In order to satisfy such requirements, appropriate workwear from approved suppliers can be obtained at no additional cost to yourself
Your line manager will arrange this and is available to discuss any requests relating to reasonable adjustments

Where you’ll work

Borough Road

Middlesbrough

TS1 3BA

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

MIDDLESBROUGH COLLEGE

Your training course

Information communications technician (level 3)

Equal to A level

Course contents

Interpret and prioritise internal or external customer's requirements in line with organisation's policy

Apply the appropriate tools and techniques to undertake fault finding and rectification

apply Continuous Professional Development to support necessary business output and technical developments

Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders

Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate

Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders

Manage and prioritise the allocated workload effectively making best use of time and resources

Complete documentation relevant to the task and escalate where appropriate

Install or undertake basic software upgrades,either physically or remotely

Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements

Provide remote/F2F support to resolve customer requirements

Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Identify and scope the best solution informed by the system data associated with the task

Test and evaluate the system's performance and compliance with customer requirements.

Escalate non routine problems in line with procedures

Use basic scripting to execute the relevant tasks for example PowerShell, Linux

Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times

Apply the necessary security, in line with access and/or encryption requirements

Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely

Test and evaluate network environments

Monitor performance and usage of a network

Deploy applications on a network

Set up storage and data access for staff

Apply necessary security measures, in line with access requirements to a network

Carry out routine maintenance across network systems, ensuring organisational compliance

Monitor network-related workloads including DNS and firewalls

Install or undertake basic upgrades, either physically or remotely

Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.

Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.

Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.

Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy