Apprentice IT Support Assistant

University of Birmingham; Nuneaton; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

40 days paid holiday

Volunteer day

Occupational sick pay

Pension scheme

Subsidised day nurseries

Job summary

The University of Birmingham invites applications for an Information Communications Technician apprenticeship. This Level 3 programme will train you in IT support across staff, students and visitors, with a mix of face-to-face and remote work.

You will develop skills in diagnosing faults, triage, equipment deployment, and customer care, with block release and online training through QA LIMITED. Starting 04 January 2027, 35 hours a week, salary £20,494 per year.

Qualifications

• GCSE English and Maths at grade 4/C or above required.
• Good communication and IT skills are essential.
• Ability to triage calls and resolve faults where possible.

Responsibilities

• Provide IT support to staff, students and visitors, including face-to-face calls.
• Diagnose faults or escalate promptly to the appropriate team.
• Install and redeploy PCs and hardware as required.
• Maintain accurate asset records and process orders.

Skills

Communication skills

IT skills

Attention to detail

Organisation skills

Customer care skills

Problem solving skills

Analytical skills

Team working

Patience

Education

GCSE English (grade 4 or C)

GCSE Maths (grade 4 or C)

Job description

• Providing IT support to staff, students and visitors. IT Support Assistants will typically spend 2 days a week dealing with face to face callers
• Developing and maintaining a good knowledge of the organisational structure in your area so as to be able to triage calls appropriately and understand the organisational impact of reported faults
• Where reported faults mean a member of staff is unable to work you will need to react quickly and diagnose and fix faults if possible or pass on to the appropriate person for further support. This would be both visit and remote tasks
• Treat everyone with dignity and respect, supporting equality and valuing diversity
• Installing any non-standard new PCs, service, image and redeploy existing PCs
• Moving and reinstalling IT equipment for office moves
• Obtaining quotations for staff IT equipment, under guidance, and processing orders where the quote is agreed
• Tracking and chasing orders which are in progress
• Ensuring office supplies are stocked
• Working with 3rd party contractors to organise and deploy IT hardware and software
• Implementing the tape changing process including managing the rotation of tape sets, between sites, libraries and fire safes
• Ensuring the asset database is accurate by adding, removing and updating records
• Checking and advising on the specification of equipment to feed into the rolling replacement programme
• Managing the disposal of IT equipment with 3rd party suppliers
• Treats everyone with dignity and respect in line with current equality legislation

Training

• The training will be block release and online with QA
• There will also be additional support provided by their coach

What happens at the end

• On completion of this apprenticeship you may be able to progress into a IT Support Technician role

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Analytical skills
• Team working
• Patience

Qualifications

• GCSE English (grade 4 or C) - essential
• GCSE Maths (grade 4 or C) - essential

Key details

• Wage: £20,494 a year
• Working week: Monday to Friday, 9am- 5pm
• Hours: 35 hours per week
• Duration: 1 Year 6 Months
• Start date: 2027-01-04
• Closing date: 2026-11-08
• Apprenticeship standard: Information communications technician (level 3)
• Training provider: QA LIMITED

About the employer

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. We therefore welcome discussions on all forms of flexible working. 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.