Apprentice Technical Support Engineer

Principal Responsibilities

1. To be part of a team of ICT professionals who provide and contribute to the effective and efficient delivery of all server, network and end-user hardware, software and associated services, from installation through to disposal. 

2. As part of the team, help to ensure that service objectives are achieved in-line with agreed standards, project management methodologies, budgetary constraints and timescales. 

3. To assist the Technical Design Architect, Technical Operations and Deployment Officer or Technical Operations and Procurement Officer in providing schools with effective ICT Support.

4. To ensure that all redundant equipment is identified and disposed of in an appropriate manner in-line with the disposal policy.

5. To work on small-scale ICT projects or assist with and making a contribution to large-scale/ major ICT projects with supervision and assistance. 

6. To provide advice and guidance to schools on all server, network and end-user-related matters, including testing procedures with supervision and assistance.

7. To comply with agreed standards in the timely and effective use of the ICT Helpdesk system to aid in the smooth management of incidents and problems across the ICT service for the benefit of its customers.

8. To comply with security, change control and audit trail procedures for systems, software, licencing, integration and interfaces in accordance with information security policies and guidelines.

9. To respond to ICT problems within schools with guidance. 

10. To support and maintain effective liaison with users, ensuring that a customer-focused approach is embedded in all activities.

11. To maintain the efficient operation and support of the school networks with guidance from senior team members.

12. Follow procedures for managing user and computer accounts in Active Directory / Open Directory / Office 365 and any other account stores.

13. Ensure servers in schools you are responsible for are backed up in accordance with One IT’s Offsite Backup Policy.

14. Ensure Anti-Virus software is configured and working on all devices in schools.

15. Encourage customers to keep hardware up to date with an emphasis on using business-class hardware from a list of approved vendors.

16. Deploy Apps from App Store and use MDM software with guidance as well as advise school on use of volume purchasing of apps.

17. Block and unblock websites where appropriate in Securly, according to e-safety with guidance from senior team members.

Desired Requirements:

• Full Driving Licence.

• Access to a motor vehicle on a daily basis.

Desired skills:

• Excellent communicator.

• Excellent telephone manner.

• Excellent team player by providing assistance and support to colleagues in IT-related matters.

• Ensure that a high level of customer service and support is provided to all internal and external customers.

Entry requirements:

The entry requirements are as follows:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject.
• GCSE Maths and English (or equivalents) at grades 3+ (D or above).
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject.

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance, you could still be considered for the programme.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Patience

• English GCSE, grade 4/C and above (Essential)
• Math GCSE, grade 4/C and above (Essential)