Digital Support Technician apprentice - University College London UNIVERSITY COLLEGE LONDON

The apprentice will undertake a series of 3-6 month placements within UCL, being assigned to various teams across ISD within Network Services and Client Platform Services among others. Apprentices will be assigned to placements based on availability. Over the period of their apprenticeship, ISD will aim to give each apprentice an opportunity to gain experience in as many teams as possible. Some examples are described below:

Support Operations and Administration:

• Review the statement of work and ensure the deliverables are clear and precise, liaising with the requestor if more information is needed.


• Examine and analyse the available business process and business requirements documentation that relates to the proposed development and ensure it is adequate to deliver the statement of work.


• Contribute to and amend requirements either in the context of the waterfall methodology or the agile methodology, using technical expertise and best practices.


IT Support, Networking Systems Management:

• Work as part of a team delivering UCL's primary customer support service to resolve incidents and queries from students and staff.


• To provide support for computer desktops, mobile devices, audio visual & multimedia equipment, printers, and other equipment used by academic staff, administrative staff and students.


• To develop the skills to support and develop the university's core IT systems - networking, telephony, and other technologies.


• Use industry standard tools and techniques to support these activities - Jira, Miro, RemedyForce, ITIL


Messaging and Collaboration:

• Provide second and third-line support and fulfil service requests relevant to UCL's Office 365 applications and infrastructure.


• Create and review customer and operational documentation relating to the service.


• Deliver service improvement features for UCL's Messaging & Collaboration service if desired. This will include gathering requirements, design, testing and implementation.


• Opportunity for scripting using PowerShell if desired.


System Design Methodology and Customer Interaction:

• Work as part of a team to understand network topology, VOIP and other systems and technologies within UCL.


• Develop an understanding of infrastructure technology and client tools to provide effective support and cover as determined by the team lead/manager.


• Liaise with customers to investigate and correct issues, receive and act upon feedback, discuss requirements, and report progress.


Information Security:

• Answering tickets on information security related enquiries and routing more complex requests to more experienced team members.


• Involvement in security improvement work including writing guidance and installing network equipment.


Business Knowledge and Training:

• To attend the offsite training and successfully complete the exams/projects required to complete the apprenticeship.


• To meet regularly with their Technical Skills Coach and ISD Apprenticeship line manager to review progress.


• As duties and responsibilities change, the job description will be reviewed and amended in consultation with the post holder.


• Develop training materials, presentations, screenshots, manuals, etc.


• Deliver training as necessary.


The training you will be getting

During this Apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Digital Support Technician standard.

Communication skills, IT skills, Attention to detail, Organisation skills, Analytical skills, Team working, Initiative, Software development interest, Interest in IT, Independent working, Able to prioritise workload, Interpersonal skills, GCSE or equivalent English Language (Grade 4 (C)) Essential
GCSE or equivalent Maths (Grade 4 (C)) Essential
BTEC or equivalent Computer Science/ICT (Grade Merit) Desired, You must meet the following eligibility criteria to apply for the role: have been a UK/EEA resident for the last 3 years, hold valid residency status, have the right to work in the UK. It is a requirement to have seven GCSE 9-4 grades or equivalent (including English and Maths) to apply for this type of apprenticeship. If you do not have these grades but have completed numeracy and literacy Key Skills/Functional Skills at level two you may also apply for these apprenticeships.

This post will be within the Information Services Division (ISD) at UCL, the university's primary provider of IT services., UCL is a world-leading teaching and research university, often ranked in the top ten in the world with an annual turnover of well over £1 billion. Part of UCL's vision is to take on the hardest global challenges. The Information Services Division works to support and enhance learning, teaching, research and administrative processes by providing information and technology related services to over 50,000 staff and students of UCL and associated institutions.

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

• training


• qualifications, like an NVQ in a relevant field


• industry or sector experience