IT Support Apprentice

Employer description: Our client has a very long and rich history stretching back reputedly to 914, making it one of the oldest schools in the country. The school is a leading independent day and boarding school for boys aged 7-18, set in 50 acres, adjacent to the River Avon, within Warwick town. The school is proud of its outstanding facilities and the new Warwick Hall is one of the largest and most impressive performance venues in the region. The schools aim to provide outstanding, all-round education that helps each pupil to maximise their potential. Overview: This is a fantastic opportunity to work within the ICT team as an IT Support Apprentice at this prestigious school and to achieve a level 3 Infrastructure technician apprenticeship. Key accountabilities: Reporting to the Foundation Head of ICT, the post holder will be required to provide support of the IT systems and services across the Foundation of schools. This will include handling through to resolution First Line/Level 1 incidents and problems as well as working with other members of the IT team to help resolve 2nd Line/Service issues. General IT Responsibilities: Log, categorise and prioritise customer tickets Conduct initial diagnosis of faults attempt to resolve issues Where fixes are not available, escalate tickets to the Service or Operations team, ensuring ticket contains all the relevant information necessary to progress the ticket Ensure accurate input of data Manage customer requests for updates on open cases Receiving and owning issues; enquiries and change requests for support from clients Prioritise these requests accordingly adhering to agreed SLA’s Perform basic troubleshooting and diagnosis for all issues using the technical resources and managements and monitoring tools available Ensuring Incident Management procedures are followed Regular communications of ongoing problems to notify staff and set expectations. Accurate and relevant logging of all customer requests and incidents using call logging software Attempting to resolve user issues before they require escalating to Service or Operations IT staff. Provide direct support for the teacher & learning process, as required in particular role/location in liaison with the Head of ICT. Troubleshooting: Perform a wide range of computer hardware troubleshooting, repairs and upgrades. Detect, diagnose and resolve most PC, printer and peripheral device faults. Follow instructions to install and upgrade client/server applications. Identify application compatibility issues. Install software and CDs on server, trouble-shooting installation. Maintain and Develop IT Knowledge Base articles to be used by staff. Follow extended maintenance procedures according to a defined schedule. Ensure basic Health and Safety checks are carried out and escalate problems as required. Follow relevant H&S procedures and raise awareness among staff, pupils and other users. Managing Day to Day Problems: Provide 1st line support for the entire Foundation of IT Computers and Classrooms Discriminate between incidents and problems Prioritise problems and work towards their resolution. Record detailed diagnostic information Manage and assign helpdesk tickets to relevant members of the IT Team. Manage IT equipment by following asset registration process as outline by IT Team. Supporting Users in the Appropriate Use of ICT: Identify software, hardware and working practices required to fulfil the functional specification as defined by school staff. Document systems and procedures. Set up AV equipment for meetings and assemblies if necessary. Apprenticeship and Training: To undertake training and exams that are required to be completed in accordance with your yearly personal development plan or apprentice program Flexibility: To be able to work independently, to show initiative and to manage their own time Provide occasional cover outside of normal school hours Essential criteria: Experience/Knowledge: A genuine interest in keeping up to date with ICT development A desire to develop knowledge and skills through attending relevant courses and actively seeking to broaden knowledge and skills relevant to responsibilities A desire to maintain and extend personal expertise in specific areas of ICT to provide appropriate advice and support Desired skills & abilities: Excellent customer service skills Highly motivated and enthusiastic Confident personality Strong communication skills Good organisational and problem-solving skills A good level of written and spoken English appropriate to the context and audience Able to work effectively on their own as well as part of a team Ability to effectively organise own time Ability to keep calm under pressure A wholly professional attitude Commitment to own apprentice development program Other desirable criteria: Experience and knowledge of Active Directory, Exchange and Windows Server Knowledge of both general ICT H&S issues relating to work, both for self and all potential users Experience of working within an educational setting Experience of working with people of all ages Experience of training others Desired qualifications: IT qualification (such as GCSE/A Level) and experience Secondary school education, with 5 GCSE passes, including Maths and English Ability to train towards relevant IT qualifications Safeguarding and Protection of Children and Young Persons: The appointment will be subject to an Enhanced criminal record check from the Disclosure and Barring Service (DBS) and other pre-starter checks as required by the regulations governing the appointment of staff within education. The criminal record checks will highlight cautions, reprimands and final warnings as well as any convictions. The post holder must not have any spent or unspent convictions that would prevent working with children. Salary: £12,959 - £15,083 per annum (points 4-7) Working hours: 37 per week, 8am-5pm – 5 days per week. Company Benefits: Salary review each September Company sick pay - dependent on length of service Reduced gym membership Free lunches Free on-site parking Holiday: 38 days holiday per year, including bank holidays Important Information: QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education. To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.