IT Apprentice (1st Line Support)

About the Role

This IT Apprentice role involves providing technical support, learning key IT skills (networking, systems, software), and completing structured training (around 20% off-the-job) while earning a salary, focusing on hands‑on problem‑solving for users, maintaining equipment, and developing digital expertise to grow into a full‑time tech role. You will fix issues with computers, printers, and networks, provide technological support for all Trust events, learn about server administration and cybersecurity, and gain practical experience in a supportive team environment, progressing from basic support to more complex digital solutions.

What You’ll Do:

• 1st Line IT Support - Provide first‑line support for IT queries via the IT helpdesk, ensuring responses are professional, accurate, and timely.
• Security & Data – Learn best practice Server administration, including Cyber‑security.

What We’re Looking For:

• Excellent written and verbal communication and attention to detail.
• A proven, demonstrable ability to create clear, concise guidance documentation.
• Some experience of providing 1st line support for MS Office software programmes.
• Resilience & Patience – staying calm under pressure and seeing tasks through to completion.
• Initiative – being proactive and taking responsibility.
• Curiosity – an eagerness to learn new things.
• A Passion for all things IT.

Reporting

This role reports into the Area IT Manager: Borough & Hatcham Clusters.

Staff Development

Our staff are important to us. We know that without great staff, our children will not be as successful. Therefore, Professional Learning is key to our success. As a new employee within the Trust, you will be supported by the Senior Directors of People and Professional Learning, alongside your line manager to realise your full potential. We are proud to be a London Living Wage employer.

Key Responsibilities:

• 1st line Support: Proactively log all support requests with relevant information on IT helpdesk system.
• Support with administration of IT systems and tools.
• Record and replace defective equipment within the helpdesk.
• Assist with relocation of hardware when required.
• Manage AV/IT services at events and ensure that the services meet the high expectations of the Cluster.
• Conduct weekly checks of all IT suites, stock levels and IT equipment within classrooms.

System Development:

To assist in the development of systems for the ongoing work of the Trust, maintaining an awareness of developments in the world of software, hardware and related IT topics. To actively participate in the work of the Windows 11 Upgrade project team.

Health & Safety:

A sizable amount of the Trust’s IT equipment is installed at a high level, including projectors, speakers, and wireless access points. Therefore, members of the team are required to work at height on the appropriate equipment including ladders, towers, scaffolding:

• To assist in the Trust’s program of Portable Appliance Testing (PAT testing).
• To assist in Risk Assessment completion.

Security/Data:

It is essential that the Apprentice IT Technician understands the critical nature of the Trust's data and takes all necessary measures to ensure its confidentiality, integrity, and availability. The security of the Trust’s data is one of the most important considerations for all members of the team, second only to safety. This includes:

• Ensuring appropriate backups are taken on a regular basis to minimise the risk of data loss in the event of a system failure or other disaster.
• Ensuring appropriate security software such as anti‑virus and anti‑malware is in place and regularly updated to protect the Trust's infrastructure from potential threats.