Summary
As an IT apprentice, you will be part of a wider IT support function. You will work with colleagues responding to IT incidents both remotely and in-person across multiple sites. These incidents vary and can involve Cloud, Networking and Hardware technologies.
Wage
£22,183 a year
Training course
Information communications technician (level 3)
Hours
Monday to Friday. Exact shifts to be confirmed.
37 hours 30 minutes a week
Possible start date
Monday 31 March
Duration
1 year 3 months
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
Roles and responsibilities, but not limited to;
• Live the mission, values and drivers every day
• Support business services to ensure service targets are being met and all processes are followed
• Support the business services team to instil processes, quality of service and industry best practices throughout your service area
• Ensure all requests are logged and managed to completion on the service management tool
• Follow processes as set out in mapping tool and identify any areas where they can be improved upon
• Support IT hardware on site, including basic repairs, wireless and wired network troubleshooting, reimaging and initial software triage across all academies within our trust
• Rapid on-site response to incidents that are affecting teaching and learning in the classroom
• Maintain asset information relating to IT equipment when it is moved/deployed or disposed of across our trust
• Active involvement in yearly refresh projects for on-site devices and other refresh initiatives
• Escalate issues impacting on your ability to meet specific objectives to the IT Team Leader, ensuring issues are flagged in a timely manner.
• Manage workload and relationships over several academies
• Maintain and complete checklists for daily/weekly/monthly tasks as set out by the IT Team Leader
• Work flexibly across a number of academies as required to enable effective service delivery
• Committed to complete projects, tasks and off-the-job training to complete the apprenticeship
• Engage fully in the trusts professional growth process to fulfil personal potential and be able to participate effectively in the implementation of our trust’s strategic big moves
• Attend meetings/training and carry out administrative tasks and duties as specified on the trust calendar
• Consistently implement all trust policies and contribute to decision-making and consultation procedures
• Report any safeguarding concerns immediately to a Designated Safeguarding Lead
• Carry out any other reasonable duties as requested by your line manager
Where you’ll work
Carr Lane
Liverpool
L11 4SG
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
LIFETIME TRAINING GROUP LIMITED
Your training course
Information communications technician (level 3)
Equal to A level
Course contents
* Interpret and prioritise internal or external customer's requirements in line with organisation's policy
* Apply the appropriate tools and techniques to undertake fault finding and rectification
* apply Continuous Professional Development to support necessary business output and technical developments
* Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
* Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
* Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
* Manage and prioritise the allocated workload effectively making best use of time and resources
* Complete documentation relevant to the task and escalate where appropriate
* Install or undertake basic software upgrades,either physically or remotely
* Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
* Provide remote/F2F support to resolve customer requirements
* Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
* Identify and scope the best solution informed by the system data associated with the task
* Test and evaluate the system's performance and compliance with customer requirements.
* Escalate non routine problems in line with procedures
* Use basic scripting to execute the relevant tasks for example PowerShell, Linux
* Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
* Apply the necessary security, in line with access and/or encryption requirements
* Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
* Test and evaluate network environments
* Monitor performance and usage of a network
* Deploy applications on a network
* Set up storage and data access for staff
* Apply necessary security measures, in line with access requirements to a network
* Carry out routine maintenance across network systems, ensuring organisational compliance
* Monitor network-related workloads including DNS and firewalls
* Install or undertake basic upgrades, either physically or remotely
* Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
* Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
* Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
* Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
* Interpret and prioritise internal or external customer's requirements in line with organisation's policy
* Apply the appropriate tools and techniques to undertake fault finding and rectification
* apply Continuous Professional Development to support necessary business output and technical developments
* Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
* Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
* Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
* Manage and prioritise the allocated workload effectively making best use of time and resources
* Complete documentation relevant to the task and escalate where appropriate
* Install or undertake basic software upgrades,either physically or remotely
* Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
* Provide remote/F2F support to resolve customer requirements
* Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Your training plan
Training schedule has yet to be agreed. Details will be made available at a later date.
Requirements
Desirable qualifications
GCSE in:
* English (grade C/4)
* IT or Digital Related Qualification (grade C/4)
* Maths (grade C/4)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Logical
* Team working
* Patience
Other requirements
Must also hold a full clean driving licence for travel between school sites.