Digital Applications Technician Apprentice – UCL – London WC1H 9BT £27,586p/a – 36.5hrs/w

The apprentice will be working in the IT Service and Operations department, which manages the infrastructure and data platforms which underpin UCL’s central IT services, including data centres, cloud compute and storage platforms, networks, telephony, communications and collaboration and enterprise applications.

You will undertake a series of 3-6 month placements within UCL, being assigned to various teams across ISD.

ISD will aim to give each apprentice an opportunity to gain experience in as many teams as possible.

• Review the statement of work and ensure the deliverables are clear and precise, liaising with the requestor if more information is needed
• Examine and analyse the available business process and requirements documentation that relates to the proposed development and ensure it is adequate to deliver the statement of work
• Contribute to and amend requirements either in the context of the waterfall or agile methodology, using technical expertise and best practice
• Work as part of a team delivering UCL’s primary customer support service to resolve incidents and queries from students and staff
• To provide support for desktops, mobile devices, audio, visual, multimedia equipment, printers, and other equipment used by  staff and students
• Develop the skills to support and develop the university’s core IT systems 
• Use industry standard tools and techniques to support these activities
• Provide second and third line support and fulfil service requests relevant to UCL’s Office 365 applications and infrastructure
• Create and review customer and operational documentation relating to the service
• Deliver service improvement features for UCL’s Messaging & Collaboration service if desired including gathering requirements, design, testing and implementation
• Opportunity for scripting using PowerShell if desired
• Work as part of a team understand network topology, VOIP and other systems and technologies within UCL
• Develop an understanding of infrastructure technology and client tools to provide effect support and cover as determined by the team lead/manager
• Liaise with customers to investigate and correct issues, receive and act upon feedback, discuss requirements, and report progress
• Answering tickets on information security related enquiries and routing more complex requests to more experienced team members
• Involvement in security improvement work including writing guidance and installing network equipment
• Attend training and successfully complete the exams/projects required to complete the apprenticeship
• Meet regularly with the Technical Skills Coach and ISD Apprenticeship line manager to review progress
• As duties and responsibilities change, the job description will be reviewed and amended in consultation with the apprentice
• Develop training materials, presentations, screen shots, manuals etc.

Essential skills

• Keen interest in software development and techniques
• Demonstrate interest in IT with prior course work or hobbies with relevant examples
• Work effectively as a member of a team
• Work independently and use own initiative where appropriate and to know when to refer decisions upwards using sound judgement
• Computer literate with knowledge of Microsoft Office suite of applications and the Windows operating system
• Excellent planning, organisation and prioritisation skills, ability to plan and prioritise own workload in order to deliver results
• Excellent verbal and written communication skills with the ability to draft correspondence clearly and succinctly
• Excellent interpersonal skills, confident, professional and supportive working style
• Meticulous degree of accuracy and attention to detail with a logical approach to tackling complex tasks
• Perform duties in a timely and punctual way, follow instructions in order to carry out tasks and clear on how to prioritise your own work
• Knowledge of GDPR and Data Protection Laws desirable

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

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