About this role
Working within the expanding central IT Team under the supervision of the Senior IT Support Technician and the IT Service Transformation Manager, the IT Solutions Apprentice takes responsibility for: The efficient management of the IT Helpdesk The diagnosis and resolution of routine system and network issues The configuration and installation of new hardware and software A full induction as well as system and network familiarisation will be provided. There are also likely to be opportunities for continuous professional development and technical qualification once the Apprenticeship has been completed. During a normal week, the Apprentice will be based at the beautiful Westonbirt School working under the tutelage of the Senior IT Support Technician and the IT Service Transformation Manager.
This will consist of on the job training and involve management of the helpdesk including: Responding to queries via the helpdesk ticketing system or telephone Assisting other employees with troubleshooting and the diagnosis of problems Providing technical assistance when questions and problems arise Ensuring that helpdesk tickets are kept up-to-date Writing, editing, and publishing knowledge articles to support a federated approach Resolving problems with networks and other computer systems, ideally at point of contact Diagnosing system errors and helping to resolve them Following up with employees to ensure full resolution of issues Installing or changing software to fix issues Remotely accessing staff computers at appropriate times to make changes and fix problems Setting up new hardware for installation at different schools Following and executing pre-defined technical implementation or testing plans Logging of hardware into the asset management system Asset tracking and management In addition to the skills and
Qualifications
listed below, the ideal candidate will demonstrate: Honesty and integrity Ambition, energy, enthusiasm and commitment A positive can-do attitude and willingness to be hands-on Excellent communication skills and ability to build relationships A desire to achieve the very highest standards in everything they do Empathy to connect with colleagues They will also have: Strong computer skills including MS Office and Email (Outlook) Working knowledge and experience of Windows 7, 8 or 10 Ability to work independently and solve problems, escalating where appropriate Basic knowledge of Apple Mac, iPads and iPhones Understanding of business networking structures and methods It would be desirable to have: Knowledge of Windows Server 2016/2019 Active Directory Experience of supporting MS Office 365, OneDrive and SharePoint Experience with remote support software Understanding of virtualisation, preferably with some experience of Microsoft HyperV and/or VMware ESXi Understanding of ITIL principles (ideally ITIL foundation certified)