IT SUPPORT APPRENTICE

Summary

To provide outstanding first line technical support to all aspects of the College. Working within the IT Services team to contribute to the overall delivery of IT hardware, software, and systems.

Annual wage: £15,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday: 9am to 5pm (breaks to be confirmed)
37 hours a week
Possible start date: Saturday 16 November
Duration: 1 year 6 months
Positions available: 1

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

Main areas of responsibility

Provide appropriate technical support, help and advice to staff and students.
Escalating IT Issues initially to the Senior IT Services Technician in a timely manner
Ensure tasks are logged on the IT Helpdesk and are processed in an effective, efficient and timely manner
Diagnosing and resolving 1st line issues
Provide AV support including filming, video editing & equipment setups
Setting up new PCs, Laptops, iPads and installing software
Maintain the digital signage across the college as required
Manage day-to-day email tasks such as creating alias’, mailboxes and distribution groups.
Managing user accounts and permissions on network resources
Maintaining printers and consumables, logging any issues, and orders where required.
Ensure IT equipment and resources are available to staff and students when required.
Regularly check the IT Suites
Log repairs and warranty claims
Maintaining an up-to-date Asset Register for all computer hardware and software

Other

Performing basic administrative support duties, as required, to meet specific operational objectives
Providing assistance to the Head of IT Services when required
Providing support and knowledge transfer to the other members of the IT Services Team if applicable.
Ensuring that a high level of customer service and support is provided to all stake holders

Skills Required

Proficient in Windows Operating Systems & Microsoft Office including Office 365
Hardware maintenance
Configuration and installation of software packages

Where you’ll work

St Columba's College

King Harry Lane

St Albans

Herts

AL3 4AW

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

JUST IT TRAINING LIMITED

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