IT Support Apprentice (University of Cambridge)

A successful applicant will be able to learn new skills rapidly, be motivated to keep searching for solutions, and is able to communicate them well to a diverse audience. While you learn how ICT works from the course provider via classroom teaching and online learning, we will provide practical learning to use these skills and knowledge. The Helpdesk Manager will support you in your role and practical learning, and with the Computing and IT Manager, will supervise your course learning, which is on top of the support you will receive from the course provider.

Job Description:

An Information Communication Technician Apprentice typically works as part of an IT team to resolve standardised requests like software update installations, network patching requests, ensuring people have the IT equipment they need to do their work and installing operating systems. This includes mini projects like creating a new script, or assisting in the deployment of new software, services and servers. Working with internal customers, providing IT Support directly or communicating updates of ongoing requests will be part of the daily activities.

Your duties and responsibilities in this role will consist of:

Formal Training and Shadowing:

Attending an applicable apprenticeship course is required to succeed in the apprenticeship as well as to learn how to perform the other duties outlined for this role. Part of the learning course will be to shadow existing IT staff and learn from guides and instructional videos.

Providing general support:

Receiving requests via tickets, phone, emails, teams, or in person and providing first-contact support. During this task, proper communication, documentation, and escalations within the ticketing system need to be achieved.

Problem management:

Investigation of problems in systems, processes, and services. Implementation of agreed-upon remedies and preventative measures.

Application support:

Investigation and resolution of issues relating to applications. Providing user support for specific applications including new user guidance.

Provisioning IT equipment:

Processing new equipment and installing/configuring them for deployment to the requester. Standardised procedures need to be followed when creating user accounts or installing certain software packages.

Provisioning Network connectivity:

Configuring existing network ports for correct network activity when equipment is moved, or new equipment is connected.

IT Infrastructure:

Carrying out agreed operational procedures of a routine nature. Performing maintenance, installation, and problem resolution including checking notifications and reading logs.

Training:

Firebrand’s sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation. Options include pathways for Support Technician, Network Technician and Digital Communications Technician.

Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors.

Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship:

Microsoft Certified Azure Fundamentals (AZ-900). CompTIA IT Fundamentals+. Certiport IT Specialist NetworkingMicrosoft Certified Azure Administrator Associate (AZ-104).

Key areas covered are: 

Support Technician

Maintenance or repair of systems faults. Support for the roll-out of installation and commission of new systems or upgrades.

Network Technician

Installation and commission of networks. Maintenance or repair of network equipment. Installation, configuration or maintenance task on either ICT related hardware or software.

Digital Communications Technician

Installation and commission of telecoms networks. Maintenance or repair of telecoms network equipment. Installation, configuration or maintenance task on either ICT related hardware or software.

Training Outcome:
Appointments will be made on a fixed-term basis for a period of 18 months. Appointments will be subject to satisfactory completion of a three probationary period.

Employer Description:
The University of Cambridge is a confederation of Colleges, Faculties and other institutions. This position is in the Faculty of Mathematics, which is associated with the School of Physical Sciences. The Faculty of Mathematics has two departments, namely Pure Mathematics and Mathematical Statistics (DPMMS -https://www.dpmms.cam.ac.uk/) and Applied Mathematics and Theoretical Physics (DAMTP - https://www.damtp.cam.ac.uk/). The faculty is responsible for ensuring the provision of appropriate instruction and adequate facilities for research, for preparing the teaching programme, and for ensuring that the teaching given is of a high standard. Many of the Department's endeavours rely on a diverse range of IT services. As an Apprentice of the Maths IT Helpdesk, you will follow a level 3 qualification study on supporting and maintaining IT services and put this into practice for our faculty.

Working Hours :
Monday - Friday, shifts to be confirmed. Supportive of hybrid working.

Skills:
Communication skills,Team working,Initiative,Computer literacy,Problem-solving skills,Independent,System admin knowledge,Knowledge of computer assemble,Enthusiasm for Technology,Interacting with people