Information Communications Technician apprentice

The role holder is expected to learn IT skills to:

Provide technical support to customers both internal and external through a range of communication channels Establish and diagnose IT problems/faults using the required troubleshooting methodology and tools Interpret technical specifications relevant to the IT task Apply the appropriate security policies to IT tasks in line with organisational requirements Undertake the relevant processes with the relevant tools and technologies to resolve IT technical issues Communicate with all levels of stakeholders, talking them through steps to take to resolve issues or set up systems, keeping them informed of progress and managing escalation and expectations Apply appropriate testing methodologies to hardware or software or cabling assets Practice guided continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development Document or escalate IT tasks as appropriate to ensure a clear audit trail and progression of issues Install and configure relevant software and hardware as appropriate.
Address IT issues by prioritising in response to customer service level agreements Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets Support the roll out of upgrades or new systems or applications

In addition, the role holder should be able to:

Work under Direction:

Follow instructions in identifying and responding to complex issues and assignments Deal with confidential information in a sensitive and appropriate manner Complete assignments as agreed within the apprenticeship timetable
Determine when issues should be escalated to a higher level Applies the appropriate level of responsibility when planning and prioritising work tasks

Able to Perform effectively in the organisation:

Able to explain their job role to stakeholders Demonstrates effective application of knowledge Takes action to develop own knowledge Able to convey technical terms appropriately to technical and non-technical customers Interacts with and influences colleagues Contributes fully to the work of the team and actively participate in team activities Has some experience of interacting directly with stakeholders during project activities

Organisational Principles:

Adhere to the University’s Health and Safety Policy and guidelines
Adhere to the General Data Protection Regulation and the Data Protection Act 2018 In addition to the above, you will be expected to undertake any other reasonable duties commensurate with the post, such as role rotation or relocation, as allocated from time to time by your Line Manager Information Technology and Digital Services (ITDS) requires employees to maintain a professional image and dress appropriately so that we are easily identifiable as staff to students, visitors and colleagues, especially on campus. In addition to carrying a Teesside University Smart Card (TUSC), we require employees to wear business casual or business professional clothing and to adhere to health and safety guidelines regarding Personal Protective Equipment (PPE). In order to satisfy such requirements, appropriate workwear from approved suppliers can be obtained at no additional cost to yourself Your line manager will arrange this and is available to discuss any requests relating to reasonable adjustments

Training:
Information Communications Technician Level 3 Apprenticeship Standard

Training Outcome:
Potential to stay with the business upon completion of apprenticeship and position of the business

Employer Description:
Teesside University generates and applies knowledge that contributes to the economic, social and cultural success of students, partners and the communities we serve. Through education enriched by research, innovation, and engagement with business and the professions, we transform lives and economies.

Working Hours :
Hours to be discussed at interview.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills