Digital Support Technician apprentice - University College London

The apprentice will undertake a series of 3–6-month placements within UCL, being assigned to various teams across UCL's Information Services Division (ISD).  
 
Placements may include joining teams such as: 

Service Desk Technical Operations Chief Information Security Office Cloud Platforms

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 of responsibilities 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 practice

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, xurrent, 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 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  

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, screen shots, manuals etc.  Deliver training as necessary  

Training:

Programme: Digital Support Technician – Digital Applications Technician pathway 

During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Digital Support Technician standard. 

The training covers the following core occupational duties:

https://www.instituteforapprenticeships.org/apprenticeships/st0120-v1-1 

Training Outcome:

Successful candidates will be employed on a 3-year fixed term contract. 

Employer Description:
UCL is a world-leading teaching and research university, often ranked in the top ten in the world with an annual turnover of well over £1 billion. Part of UCL’s vision is to take on the hardest global challenges. The Information Services Division (ISD) is the primary provider of IT services to UCL. We support and enhance learning, teaching, research and administrative processes by providing information- and technology related services to over 50,000 staff and students of UCL and associated institutions. Our ambition is to be the leading IT services group in the HE sector and we are growing our team’s capability in experience/UX, agile development, security, cloud, service management and partnering. We are modernising our technology foundations, digitising the processes of the university to transform experience for students and staff, and partnering across the university to drive differentiation in UCL education and research.

Working Hours :
Monday - Friday, shifts to be confirmed. There may be a requirement to work evenings or weekend occasionally.

Skills:
Communication skills,IT skills,Organisation skills,Team working,Initiative,Demonstrable interest in IT,Independent working,Prioritisation skils,Professional manner,Interpersonal skills,Confident,Able to follow instructions,GDPR knowledge is beneficial