IT Support Technician Apprenticeship

Oaklands College; Welwyn Garden City; On-site; GBP 22,000 - 28,000; Full time

Job summary

A UK-based educational institution is seeking a dedicated first-line technical support staff member to assist both students and staff with IT issues. This role is essential for maintaining smooth IT operations and ensuring high-quality customer service. Responsibilities include troubleshooting hardware and software issues, assisting with classroom technology, and managing support tickets effectively. Ideal candidates will have relevant GCSEs in English and Maths, strong IT and communication skills, and a commitment to excellent service delivery.

Benefits

30 days' annual leave + bank holidays

Local Government Pension Scheme

Opportunities to progress into permanent role

Qualifications

• GCSE in English and Maths required.
• Relevant qualifications and industry experience are a plus.

Responsibilities

• Act as the first point of contact for IT queries.
• Log, track, and resolve support tickets.
• Troubleshoot basic hardware and software issues.
• Support classroom technology.
• Perform basic network checks under supervision.
• Escalate complex issues when necessary.

Skills

Communication skills

IT skills

Attention to detail

Organisation skills

Customer care skills

Problem solving skills

Presentation skills

Administrative skills

Number skills

Analytical skills

Logical

Team working

Creative

Initiative

Patience

Education

GCSE in English (grade Level 4-9)

GCSE in Maths (grade Level 4-9)

Job description

To provide first-line technical support to staff and students across the college, ensuring the smooth operation of IT systems and services. This role is essential in maintaining a high standard of customer service and resolving IT issues efficiently to support teaching, learning, and administrative functions.,

Responsibilities

• Act as the first point of contact for all IT-related queries via phone, email, in-person and through the Service desk
• Log, track, and resolve support tickets using the college's helpdesk system
• Troubleshoot and resolve basic hardware, software, and network issues
• Set up and maintain user accounts, passwords, and permissions in line with college policies
• Install, configure, and update software and hardware on desktops, laptops, and mobile devices, including managing backups and supporting assistive technologies
• Perform basic network checks (Wi-Fi troubleshooting, cable testing, patching) under supervision and assist in monitoring and maintaining network equipment, storage devices and cloud services
• Support the use of college systems such as Microsoft 365, VLEs and MIS platforms
• Assist with classroom technology including projectors, interactive whiteboards, and AV equipment
• Assist with security activities, including implementing updates, performing anti-virus scans, managing access controls
• Escalate complex issues to second-line support or relevant teams when necessary
• Maintain accurate documentation of IT assets and support procedures
• Provide basic training and guidance to users on common IT tools and best practices
• Participate in routine maintenance tasks and IT projects as required, Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and elevate where appropriate
• Install or undertake basic software upgrades,either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Education and Qualifications

• GCSE in: English (grade Level 4-9)
• GCSE in: Maths (grade Level 4-9)
• Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Patience

Benefits

• 30 days' annual leave + bank holidays
• Local Government Pension Scheme with excellent employer contributions
• Opportunities to progress into permanent role (subject to business need and performance)