Modern Apprentice – ICTAV Technician

University of Glasgow; Glasgow; On-site; GBP 24,000; Full time

Job summary

The University of Glasgow is offering a full-time Modern Apprenticeship for an End User Technician. This role involves developing IT skills under the guidance of experienced technicians, providing support, and engaging in projects that enhance the student experience. Generous benefits and a commitment to professional development are provided.

Benefits

41 days of leave for full time staff

Pension benefits

Free 6-month Sport membership for new staff

Flexible working approach

Qualifications

• No formal experience needed, helpful if from a computing or customer-focused environment.
• Ability to demonstrate benefit from work experience and qualification elements.

Responsibilities

• Learn to monitor the Helpdesk for service requests and assist with 2nd line support.
• Assist in building and configuring managed desktops, troubleshooting AV setups.

Skills

IT enthusiasm

Problem-solving

Analytical skills

Customer service

Communication skills

Education

One Higher and 5 National 5 grades including Maths or Computing

Higher grade in Maths or Computing

National 5 grade in English

Tools

Microsoft Office

Job description

Job Purpose

To train under the Modern Apprenticeship Programme becoming a fully competent EndUser Technician. Through appropriate training and development, learn and advance thenecessary skills, expertise and experience to provide assistance to the members of theEnd User Computing Technicians team. Under the supervision and direction of the EUCTechnicians Team Manager and other members of the team, develop a full understandingand an ability to perform the key tasks and responsibilities of an EUC Technician.

Main Duties and Responsibilities

1. Under the supervision of the EUC Technician Team, learn how to monitor theInformation Services Helpdesk system for new incidents and service requests,processing based on priority and urgency.

2. Assist EUC Technicians in the provision of 2nd line support of a wide range ofdesktop, laptop and mobile technologies as well as standard software applicationsand business systems and services, via on-site, telephone or remote desktopsupport as appropriate, developing an awareness and understanding of frequentlyreported issues in order to ultimately be able to respond and resolve independently.

3. Learn how to build and configure managed desktops and laptops.

4. Learn how to troubleshoot AV setups and Learning Space rooms.

5. Assist the EUC Technicians in the day-to-day running of the student cluster PCsas well as assisting in the deployment of new software and the annual re-buildprocess.

6. Under supervision assist in the provision of routine maintenance of TeachingSpace PCs.

7. Learn how to promptly and appropriately escalate complex incidents which cannot

be resolved to other team members or 3rd line support teams.

8. Assist in operational activities relating to the refresh of staff, student and teaching PCs.

9. Assist the team in the execution of large-scale projects, such as department wideupgrades, Student Registration and conferences requiring IT support.

10. Help to maintain a high degree of customer service for all support incidents andservice requests and adhere to best practice principles.

11. Learn how to contribute to procedural documentation.

12. Carry out any other duties assigned by the EUC Technicians Team Manager asrequired.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential:

A1 One Higher and 5 National 5 grades, including Maths or Computing (or equivalentqualifications).

Desirable:

B1 Higher grade Maths or Computing (or equivalent qualification).

B2 National 5 grade English (or equivalent qualification).

Skills

Essential:

C1 An interest and enthusiasm for IT and AV.

C2 Good IT skills; with basic familiarity of Microsoft Office, Email & Internet.

C3 Analytical skills, with an ability to problem solve.

C4 Ability to work as part of a team as well as individually.

C5 Good communication skills both written and verbal.

C6 Good levels of diplomacy and discretion.

C7 Understanding of how to deliver a good customer service.

C8 Ability to gain knowledge of work routines, processes and procedures.

C9 Ability to work accurately and with attention to detail.

C10 Ability to follow instructions.

C11 Excellent time keeping.

C12 Willingness to undertake relevant Vocational Qualification and FE courses in IT.

Experience

Essential:

E1 As this is a training post, no formal experience is required, although some experienceof a computing or customer focused environment, perhaps at school, hobbies orvolunteer/part-time work would be helpful.

E2 Must be able to demonstrate that will benefit from both the work experience andqualification elements of the programme.

Terms and Conditions

Salary will be Grade 2, £23,028 per annum.

This post is full time and fixed term for up to 3 years from agreed start date.

Closing Date: 23:45 17th June 2025

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.