Apprentice IT Support Technician

Main duties you will learn:

• Be fully conversant with all areas of desktop IT support, including Windows desktop operating systems and Microsoft applications.
• Troubleshooting of client-side faults and application of fixes to ensure continuity of network services solution, referring to more senior team members for specialist advice.
• Ensuring client desktop connectivity to the campus network in accordance with the University’s networking standards, policy and infrastructure.
• Setting up new users, printers and general system administration to ensure access to all networked servers and systems.
• Obtaining quotes for computer equipment and software with guidance from more senior team members, and making recommendations on repair, retention or replacement. 
• Support the desktop service on an ongoing basis, working closely with the central IT Service Desk and senior team members where appropriate to ensure smooth resolution of support calls and ensuring that resolution details are recorded with the Service Desk for future reference.
• Providing ad-hoc advice to PC users, either verbally or via written documentation.
• You may be involved, as appropriate, in the support and development of the undergraduate IT cluster management. This will include support, maintenance, upgrade, development and liaising with departmental staff regarding cluster availability for taught courses.

General duties you will learn:

• You will be responsible for ordering tasks within your workload and off-the-job training, and can refer to your line manager if required. You will co-ordinate with other team members to meet overall ITS priorities.
• Proactively liaising with members of other technical teams to aid in the timely resolution of IT faults, ensuring resolution details are recorded for future reference.
• Troubleshooting problems, assessing them and identifying solutions. You will refer more complex problems to more senior team members for in-depth specialist advice when necessary. 
  You will use your knowledge to deal with the main areas of desktop IT support.
• Making an important contribution to the collective knowledge of the team by staying up to date with new technology, and maintaining an up-to-date overview of hardware and software relating to teaching and learning at the university. 
• Undertaking such other duties as may be required from time to time in furtherance of the work of IT Services.
• Supporting equality and values diversity, moderating your own behaviour to avoid unfair discriminatory impact or bias on others.
• Attends and participates in all required apprenticeship and related activities.

• 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
• Physical fitness

• Maths & English GCSE, grade Grade 4 and above (Essential)