Apprentice IT Support Officer

Summary

Are you ready to kickstart your career in the dynamic world of Information Technology? Do you have a passion for problem-solving, a hunger for knowledge, and a desire to work with cutting-edge technologies? If so, we have the perfect role for you!

Wage: £25,331 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday, shifts TBC.
36 hours 30 minutes a week
Possible start date: Monday 1 September
Duration: 2 years
Positions available: 6

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

As a working learner your focus will be to complete your apprenticeship studies by learning and developing your skills, knowledge and behaviours whilst obtaining hands on experience of working with technology, processes and teams.
Learn to provide first-line desktop/laptop/smartphone support for the department’s staff and students.
Learn to identify and provide support for common hardware issues (failed drives, power source issues, fan cleaning) and software problems
Learn to Install and configure new devices for university staff use, network connections, network file drive and printer access.
Learn to develop, implement and maintain internal ICT systems.
Learn and develop to manage a case load of service incidents and standard change requests, always ensuring that requests are handled correctly and to a high standard.
Lean the departmental Audio-Visual systems and provide support for staff, students – for e.g. – supporting University Lecturers on how to carry out recording.
You will be working across multiple Departments within the University on a rotational basis.
Present a pleasant, helpful and professional demeanour when dealing with customers, teams and senior management.
Contribute to the creation and maintenance of system documentation and operating procedures.
Contribute to the creation and maintenance of web guidance for users.
Contribute to the activities of the Department through projects or such other tasks as are appropriate in relation to the skills and abilities of the post holder.
Contribute towards the Digital Skills Team: designing, delivering, and supporting face-to-face workshops on IT projects.
Contribute to supporting delivery and promoting the University's digital skills programme and digital capability service offer through guidance, systems, and processes

Where you’ll work

Department of Materials

Parks Road

Oxford

OX1 3PH

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

BASINGSTOKE ITEC 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
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

Your training plan

Training will take place at the university and will be a blend of face to face and remote learning

More training information

L3 Information communications technician Apprenticeship Standard
The training will be structured to meet the individual needs of the apprentice

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Maths (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Administrative skills
Analytical skills
Logical
Team working

Other requirements

Please do not apply if you are unable to commute to Oxford. Please do no apply if you already have IT qualifications at level 4 or higher. Please do not use Ai to complete this application

About this company

We are the largest employer in Oxfordshire with around 16,000 staff working in and around Oxford in a huge range of roles. We are proud of the apprenticeship opportunities we offer and have a successful record of helping local young people from education in to their first job.

After this apprenticeship

Opportunities to progress to level 4 qualifcations

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