Digital Support Technician apprentice - University College London

This post will be within the Information Services Division (ISD) at UCL, the university's primary provider of IT services.

The apprentice will undertake a series of 3-6 month placements within UCL, being assigned to various teams across ISD within Network Services and Client Platform Services among others. Apprentices will be assigned to placements based on availability. Over the period of their apprenticeship, ISD will aim to give each apprentice an opportunity to gain experience in as many teams as possible. Some examples are described below:

Support Operations and Administration:

• 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 business 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 methodology or the agile methodology, using technical expertise and best practices.

IT Support, Networking Systems Management:

• 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 computer desktops, mobile devices, audio visual & multimedia equipment, printers, and other equipment used by academic staff, administrative staff and students.
• To develop the skills to support and develop the university’s core IT systems – networking, telephony, and other technologies.
• Use industry standard tools and techniques to support these activities – Jira, Miro, RemedyForce, ITIL

Messaging and Collaboration:

• 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. This will include gathering requirements, design, testing and implementation.
• Opportunity for scripting using PowerShell if desired.

System Design Methodology and Customer Interaction:

• Work as part of a team to understand network topology, VOIP and other systems and technologies within UCL.
• Develop an understanding of infrastructure technology and client tools to provide effective 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.

Information Security:

• 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.

Business Knowledge and Training:

• To attend the offsite training and successfully complete the exams/projects required to complete the apprenticeship.
• To meet regularly with their 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 post holder.
• Develop training materials, presentations, screenshots, manuals, etc.
• Deliver training as necessary.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Analytical skills
• Team working
• Initiative
• Software development interest
• Interest in IT
• Independent working
• Able to prioritise workload
• Interpersonal skills

• English Language GCSE or equivalent, grade 4 (C) (Essential)
• Maths GCSE or equivalent, grade 4 (C) (Essential)
• Computer Science/ICT BTEC or equivalent, grade Merit (Desired)