Apprentice IT Support Technician

Main duties you will learn:

• Be fully conversant with all areas of desktop IT support, including Windows desktop operating systems and Microsoft applications.
• Troubleshooting of client-side faults and application of fixes to ensure continuity of network services solution, referring to more senior team members for specialist advice.
• Ensuring client desktop connectivity to the campus network in accordance with the University's networking standards, policy and infrastructure.
• Setting up new users, printers and general system administration to ensure access to all networked servers and systems.
• Obtaining quotes for computer equipment and software with guidance from more senior team members, and making recommendations on repair, retention or replacement.
• Support the desktop service on an ongoing basis, working closely with the central IT Service Desk and senior team members where appropriate to ensure smooth resolution of support calls and ensuring that resolution details are recorded with the Service Desk for future reference.
• Providing ad-hoc advice to PC users, either verbally or via written documentation.
• You may be involved, as appropriate, in the support and development of the undergraduate IT cluster management. This will include support, maintenance, upgrade, development and liaising with departmental staff regarding cluster availability for taught courses.

General duties you will learn:

• You will be responsible for ordering tasks within your workload and off-the-job training, and can refer to your line manager if required.
• You will co-ordinate with other team members to meet overall ITS priorities.
• Proactively liaising with members of other technical teams to aid in the timely resolution of IT faults, ensuring resolution details are recorded for future reference.
• Troubleshooting problems, assessing them and identifying solutions. You will refer more complex problems to more senior team members for in-depth specialist advice when necessary.
• You will use your knowledge to deal with the main areas of desktop IT support.
• Making an important contribution to the collective knowledge of the team by staying up to date with new technology, and maintaining an up-to-date overview of hardware and software relating to teaching and learning at the university.
• Undertaking such other duties as may be required from time to time in furtherance of the work of IT Services.
• Supporting equality and values diversity, moderating your own behaviour to avoid unfair discriminatory impact or bias on others.
• Attends and participates in all required apprenticeship and related activities.

Key Details:

• Employer Description: A world top 100 university and part of the prestigious Russell Group, the University of Birmingham makes important things happen. Delivering groundbreaking research and excellent research led teaching.
• People are at the heart of what we are and do.
• The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university.
• We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success.
• We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential.
• With almost 5,000 professional services jobs in a wide-range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University.
• We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate.
• We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work.
• Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements.
• In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme.
• We also have three high quality subsidised day nurseries.
• The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site.
• On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum, and botanical gardens.