IT Support Technician Apprentice

Summary

We are seeking an enthusiastic apprentice for the newly created MSD IT reactive team, providing IT services across the University of Oxford’s medical departments.

Develop practical IT support skills while delivering first-line support to NDM staff, students and visitors across Oxford buildings and units.

Wage

£26,686 a year

• An excellent contributory pension scheme
• 38 days annual leave
• A pensionable Oxford University Weighting allowance of £1,730 per annum (pro rata)
• A comprehensive range of childcare services
• Family leave schemes
• Cycle loan scheme
• Discounted bus travel and Season Ticket travel loans
• Membership to a variety of social and sports clubs
• A welcoming and diverse community

Training course

Information communications technician (level 3)

Hours

Monday to Friday. Shifts to be confirmed.

36 hours 30 minutes a week

Start date

Monday 4 January 2027

Duration

2 years

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Act as an initial point of contact for routine IT service tickets and queries relating to computer hardware, software, AV services and online platforms, with support from experienced colleagues.
• Respond to IT incidents, tickets and queries in a helpful and timely manner; resolve straightforward problems using documented procedures and training, and escalate issues that are outside your knowledge or authority.
• Assisting in the creation and upkeep of user-friendly documentation for both end-users and IT colleagues, ensuring they can make the most of our IT services.
• Gaining experience in implementing University policies regarding data protection and responsible computer use.
• Ensuring all inquiries are addressed professionally, promptly, and appropriately.
• Maintaining a pleasant, helpful, and professional attitude when interacting with customers.
• Assist with the setup and induction of new staff, including unpacking equipment, registering assets, imaging and configuring desktop and laptop computers using documented procedures.
• Assist with password resets and account unlocks where authorised and in accordance with security procedures.
• Any additional tasks that fall within your competency as directed
• Participate in and support the public engagement and widening access activities of the Department and the University. This is anticipated to be not more than 2 days per year.
• Undertake mandatory training as required by the University, Division and Department. The specific list of training courses may change from time-to-time, in response to both legal and internal University requirements.

Where you'll work

Henry Wellcome Building for Genomic Medicine
Old Road Campus
Roosevelt Drive
Headington, Oxford
OX3 7BN

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

BASINGSTOKE ITEC LIMITED

Training course

Information communications technician (level 3)

What you'll learn

• 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 escalate 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
• Identify and scope the best solution informed by the system data associated with the task
• Test and evaluate the system's performance and compliance with customer requirements.
• Escalate non routine problems in line with procedures
• Use basic scripting to execute the relevant tasks for example PowerShell, Linux
• Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
• Apply the necessary security, in line with access and/or encryption requirements
• Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
• Test and evaluate network environments
• Monitor performance and usage of a network
• Deploy applications on a network
• Set up storage and data access for staff
• Apply necessary security measures, in line with access requirements to a network
• Carry out routine maintenance across network systems, ensuring organisational compliance
• Monitor network-related workloads including DNS and firewalls
• Install or undertake basic upgrades, either physically or remotely
• Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
• Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
• Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
• Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
• 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 escalate 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

Training schedule

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

• English (grade 4)
• Maths (grade 4)

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
• Customer care skills
• Problem solving skills
• Analytical skills
• Logical
• Team working
• Initiative
• Non judgemental
• Patience

Other requirements

The university are keen to recruit local talent.