IT SUPPORT TECHNICIAN APPRENTICE

Summary

To be part of the team responsible for monitoring and maintaining the schools ICT systems. Assisting with installing new and upgraded ICT systems and ensuring the integrity of the schools ICT system is maintained.

Annual wage: £17,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday 9am to 5pm
37 hours a week
Possible start date: Tuesday 15 October
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

● Provide technical advice in support of the resolution of ICT incidents

● Work with the Trust Office central ICT team to ensure escalated ICT issues are resolved

● Work with the Trust Office central ICT team in implementing ICT systems

● Document the setup and configuration of all school ICT systems and ensure operating procedures are in place

● Develop proactive procedures to ensure the smooth running of ICT systems

● Monitor and maintain ICT systems and undertake action to ensure consistent delivery of ICT services

● Resolve ICT incidents in a structured way using a Service Desk tool

● Ensure ICT changes are delivered in a structured way

● Advise on system enhancements and make recommendations for improvements or replacements

● Liaise with 3rd party suppliers to ensure a resolution of ICT incidents, as required

● Support the deployment of school systems as required

● Provide advice and guidance on the use of ICT systems

● Ensure ICT documentation is kept up to date and record any changes to ICT systems

● Ensure robust data backup systems are in place and undertake periodic testing of the systems

● Assist in the selection, testing and acquisition of computer hardware, software and third party application packages

● Act as the first point of contact for reprographic problem solving and ink cartridge and toner replacement.

● Ensure that GDST policies are implemented and systems are in place to monitor and manage compliance.

● Ensure local school policies and procedures are followed to maintain fully operational, robust and secure ICT systems

● Work flexibly as required in support of the duties of the role

● Maintain confidentiality at all times in respect of school-related matters and prevent disclosure of any confidential and sensitive information.

Where you’ll work

95 Newmarket Road, Norwich

NR2 2HU

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