ITAV Support Technician Apprentice

Type: Apprentice
Region: Scotland

Employer description:

St Andrews is a unique and captivating place, and the University is a key part of its charm. Seven centuries of history link the students with the town, leading to the ancient and yet modern institution apparent today.

Overview:

Through a period of apprenticeship and training you will learn and develop the necessary skills, expertise and experience to provide assistance to the members of the IT/AV teams and ultimately be able to fully perform the role of IT/AV Support Technician.

Responsibilities:

  • Learning how to monitor the IT Service Management system for new incidents and service requests, processing based on priority and urgency.
  • Learning how to and assisting others in the provision of 2nd line support of a wide range of desktop, laptop, mobile, printing, audio-visual, media and telephony technologies as well as standard software applications and corporate systems and services.
  • Learning how to and assisting others in the provision of technical support for internal & external events and specialist teaching facilities.
  • Helping others to efficiently and effectively resolve various IT/AV incidents and service requests e.g. hardware /software queries and AV faults in teaching spaces.
  • Learning how to and assisting others to provide remote and in-person 2nd line support for IT/AV equipment and multimedia technologies in Learning and Teaching spaces, with a focus on a fast, efficient resolution.
  • Learning how to promptly & appropriately escalate complex incidents which cannot be resolved to other team members and/or 3rd line support teams.
  • Assisting in the provision of routine maintenance for all IT and AV equipment in Learning & Teaching spaces.
  • Learning how to build, image and configure various PC and Mac hardware devices.
  • Assisting in the support of effective delivery of client operating systems and various software applications for students and staff.
  • Becoming familiar with and when required, participating in operational activities relating to the refresh of staff and student PCs and audio-visual technology.
  • Learning how to ensure service and operational level agreements, service standards and agreed customer satisfaction levels are achieved by promptly dealing with IT/AV incidents and service requests.
  • Helping to maintain a high degree of customer service for all support incidents & service requests and adhere to best practice IT Service Management principles.
  • Learning how to contribute to procedural documentation to assist the Service Desk team with effective and efficient resolution of common incidents.
  • By Liaising, communicating and collaborating with other colleagues within IT Services, learn how to and assist in providing a seamless customer journey.
  • Maintaining a personal development programme as agreed with line manager.

Desirable skills:

  • Good communication skills
  • Understand and know how to deliver a good customer service
  • An interest and enthusiasm for IT and AV

Salary:

£12,194 per annum in year 1, rising to £15,243 in year 2

Working hours:

Monday to Friday, 8.45am – 5pm

Benefits:

  • Annual leave of 30 days plus 5 bank holidays
  • Staff discount scheme
  • Subsidised sports membership
  • Free staff parking
  • Range of family friendly policies

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Important information:

This vocational apprenticeship comprehensively supports your specific job role with this particular employer.  Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work.  They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.

Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6. 

If you are interested in starting your career and receiving a work based qualification at the same time APPLY NOW!

Job Overview
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