Apprentice IT Support Technician - IT Services - 105719AP - Apprentice Grade 4

The University of Birmingham; Birmingham; On-site; GBP 21,000 - 28,000; Full time

Job summary

The University of Birmingham seeks IT Support Technician Apprentices to join their IT Services team. The role includes providing desktop support and troubleshooting while gaining skills in customer service and technical problem analysis. This full-time, fixed-term apprenticeship lasts 18 months and offers a competitive salary with opportunities for professional development.

Benefits

40 days paid holiday per year

Occupational sick pay

Pension scheme

Subsidised day nurseries

Qualifications

• Experience with core Microsoft Office products.
• Basic experience in IT troubleshooting (hardware/software).
• Ability to work effectively in teams and meet service goals.

Responsibilities

• Providing desktop support and troubleshooting client-side faults.
• Setup of new users and printers, ensuring network connectivity.
• Assisting with IT cluster management and support.

Skills

Communication

Problem Solving

Customer Service

Education

5 GCSEs at grade 4 or above including Mathematics and English

Tools

Microsoft Office

Job description

Description

Position Details:

Department: IT Services

Location: University of Birmingham Edgbaston Birmingham UK

Full time starting salary21733. per annum rising to 27166. per annum after 12 months service.

Apprentice Grade 4

Full Time / Fixed Term for 18 Months

Closing date: 08 June 2025 please upload a CV with your application.

Apprenticeship Standard: Information communication technician level 3

Training Provider: QA

Eligibility:The training delivered in apprenticeships is funded through the apprenticeship levy which is subject to Department for Education funding rulesfor apprenticeships. When reviewing applications the University and the training provider will be checking candidates meet this eligibility criteria. Further information is available on our webpage.

You have normally been a resident in the UK for the last 3 years. For exemptions please refer to the government funding rules for apprenticeships.

Our offer to you

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 andweare equally proud to be recognised as a leading global 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 todevelopthrough our sectorleading Birmingham Professional programmewhichprovides allprofessionalservices staff with development opportunities and the encouragement to reach their full almost 5000professionalservices jobs in a widerange of functionsin Edgbaston andin our campus inDubai there are plenty of opportunities foryou to be able to develop yourcareer 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 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 areand how we work.

Supporting our people to achieve a healthy work/life balance is important both to our employees andtothe success of the University and depending on the role we offer avarietyof flexible working arrangements. We therefore welcome discussions on all forms of flexible addition you will receive a generous package of benefits including 40 dayspaid holidaya 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 campus we have a stateoftheart sports centre with pool shopsplaces to eat and drinkour own art gallery museum and botanical gardens.

Find out more about the benefits of working for the Universityof Birmingham

Apprenticeship summary

IT Support Technicians will play a key role within a committed IT Support team providing desktop support which will involve extensive customer face to face interactions and visits to deskside or providing remote computing support to staff and students at the University.

During this apprenticeship you will learn the knowledge and skills required to analyse problems identifying the cause and using your judgement to restore function in line with University C&IT standards. You will learn to communicate complex IT technical problems and requirements in an understandable fashion to nontechnical staff including Department managers academic and administrative staff.

Main duties you will learn:

1. Be fully conversant with all areas of desktop IT support including Windows desktop operating systems and Microsoft applications.
2. 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.
3. Ensuring client desktop connectivity to the campus network in accordance with the Universitys networking standards policy and infrastructure.
4. Setting up new users printers and general system administration to ensure access to all networked servers and systems.
5. Obtaining quotes for computer equipment and software with guidance from more senior team members and make recommendations on repair retention or replacement.
6. 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.
7. Providing ad hoc advice to PC users either verbally or via written documentation.
8. 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

1. 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 coordinate with other team members to meet overall ITS priorities.
2. 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.
3. Troubleshooting problems assessing them and identifying solutions. You will refer more complex problems to more senior team members for indepth specialist advice when necessary.
4. You will use your knowledge to deal with the main areas of desktop IT support.
5. 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.
6. Undertaking such other duties as may be required from time to time in furtherance of the work of IT Services.
7. Supporting equality and values diversity moderates own behaviour to avoid unfair discriminatory impact or bias on others.
8. Attends and participates in all required apprenticeship and related activities

Required Knowledge Skills Qualifications Experience

• 5 GCSEs at grade 4 or above including Mathematics and English (or equivalent level 2 vocational qualifications including demonstrable examples of the required level of literacy and numeracy).
• Experience of using core Microsoft Office products (e.g. Excel Word PowerPoint).
• Experience of configuring mobile devices such as Phones and Tablets.
• Basic experience of IT troubleshooting both hardware and software.
• The ability to work effectively as a member of a team towards quality service goals and deadlines.
• Good oral and written communication coupled with a strong customer service orientation and the ability to tailor responses to specific technical and nontechnical audiences.
• Ability to prioritise and schedule workload in the face of conflicting demands.
• Structured and methodical approach to problem solving.
• A willingness to adopt and champion new ways of working.
• An understanding of the importance of equality and diversity in the workplace.
• The ability to identify and respond to equality and diversity issues in line with relevant policies and procedures and how to respond to issues in line with relevant policies and procedures.

For enquiries please email:

View our staff values and behaviours here

We believe there is no such thing as a typical member of University of Birmingham staff and that diversity in its many forms is a strength that underpins the exchange of ideas innovation and debate at the heart of University life. We are committed to proactively addressing the barriers experienced by some groups in our community and are proud to hold Athena SWAN Race Equality Charter and Disability Confident accreditations. We have an Equality Diversity and Inclusion Centre that focuses on continuously improving the University as a fair and inclusive place to work where everyone has the opportunity to succeed. We are also committed to sustainability which is a key part of our strategy.You can find out more about our work to create a fairer university for everyone on our website.

Required Experience:

IC

Key Skills
Change Management,API,ABAP,Facility Management,Games,Claims
Employment Type : Full-Time
Experience: years
Vacancy: 1