IT Support Apprentice

Purpose of Job:

Working as part of a dedicated team within a group of our Academy sites. You will learn from your IT colleagues to develop your IT skills in an accredited apprenticeship program. You will be primarily working with 1st line IT support issues within your group of academies.

Picking up their 1st line IT support issues and assisting their staff and students with IT issues. You will also work across other schools supported by the Trust when needed providing a professional, customer focused service and support.

As the first line of support to our customers, you will need to have a calm and professional attitude to support. You will meet our customers in person as well as over the phone or by e-mail. You will work with the helpdesk system to report issues, taking ownership of tasks to ensure they are followed up, completed and communicated with the customer throughout, covering a wide variety of IT areas from local and remote user issues, networking and cloud service queries.

You will make a major contribution to the successful support of the IT systems managed by the Trust?s IT services team, ensuring the smooth running of the systems and strive to assist all users to operate at optimum efficiency in the delivery of ICT. This is an investigative and customer facing role, which requires good communication skills, problem solving techniques and a pro-active attitude to work.

This is a great chance to develop your career by making your mark with this friendly, dynamic and growing enterprise. It really is an exciting time to join our team. The Trust is growing quickly with plenty of opportunities to develop your own skills and advance through your career path with us.
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Main responsibilities:

1. Learn from your IT colleagues and developing your IT skills in line with your apprenticeship program.
2. Receive training from your apprenticeship provider, undertake apprenticeship coursework and other work required by your apprenticeship provider.
3. Provide 1st line IT support to staff & students at your group of academy sites.
4. Provide IT support to users and customers contacting our helpdesk. Ensure all jobs are logged within the Helpdesk and to provide remote support to telephone users.
5. Ensure that the IT equipment is fully functioning and perform regular maintenance on IT equipment as directed. Setting up new machines, swapping faulty devices, carry out fault-finding, repair equipment where possible and organise external repairs where necessary.
6. Escalate IT support issues to an appropriate colleague.
7. Help to ensure the smooth running of all computer equipment within the Trust and responding to urgent IT issues.
8. Assist in supporting the school audio visual systems and solving projector, interactive televisions and whiteboard issues, including all school events such as open and parent evenings.
9. Support project roll-out across the Trust and customers supported by the Trust.
10. Travel to our partner schools for IT patch visits and to assist our other Academy teams where required.
11. Ensuring that systems and software are implemented in line with the Trust?s IT policy and be aware of and advise your line manager on all Health and Safety matters relating to IT.
12. Any other duties commensurate with the post, as agreed with the Trust?s IT Director.

INDIT