IT Support Technician Apprenticeship

Purpose:

This role is for someone who believes that great technology should empower people to do their best work.  

As part of the IT Team, this role will ensure that TDM’s digital tools, platforms, and infrastructure run smoothly, securely, and efficiently, playing a key role in maintaining and improving the technology environment that underpins our tech and digital programmes. 

This role will support staff and learners to stay connected, productive, and protected, and will directly contribute to the organisation’s ability to operate reliably, scale effectively, and deliver digital learning experiences with confidence. 

By upholding TDM’s values and championing best practices, this role will help us deliver outstanding programmes. 

Core Values (right person):

• Do well by doing good.
• Gain creativity by being driven.
• Gain control by being accountable.
• Gain impact by being productive.
• Gain trust by being considerate.
• Gain growth by being vulnerable.

Core responsibilities (right seat):

• Provide general IT support, working with employees/learners to identify computer/system problems and advise on the solution.
• Test and fix faulty equipment and troubleshoot issues via helpdesk ticketing system.
• Suggest infrastructure or software-based productivity solutions and implement these in the organisation where relevant.
• Update self-help documentation for users as required.
• Support physical and digital infrastructure transformation projects.
• Support users in the efficient use of software.
• Utilise software packages and tools such as collaborative technologies.
• Maintain an awareness of current, emerging and fringe technologies.
• Support and implement ICT-related projects that help to modernise ICT in line with current developments in technology.
• Carry out the installation of hardware, software and any other ICT equipment, ensuring they are safe before use.
• Repair and maintain ICT equipment to maximise efficiency.
• Support the delivery of TDM programmes through administering various IT support needs in the delivery team such as administration and invigilation of the exams via Pearson Vue or virtual testing systems. 
• Support for the overall networking and connectivity in physical and virtual offices, ensuring tidiness and compliance with policies to ensure compliance.
• Support and contribute to the overall ethos of TDM.
• Keep up-to-date with developments in ICT and update practices where necessary.
• Ensure all data is handled, stored and disposed of in accordance with the Data Protection Act 2018 and the UK GDPR.  
• Any other duties as directed by your line manager and/or a Director.  
• Ensure compliance with all TDM policies, procedures and legal responsibilities, including safeguarding, ISO9001, Confidentiality, Data Protection and Cyber Essentials. 

• Communication skills
• IT skills
• Customer care skills
• Problem solving skills
• Logical
• Team working

• English GCSE, grade 4 (Essential)
• Maths GCSE, grade 4 (Essential)