London Academy of Excellence

Apprentice ICT Support Technician - Advanced (Level 3)

London Academy of Excellence (Employer)

Youthforce (Training Provider)

Weekly wage £220.00
40.0 hours per week Monday to Friday. Times TBC.
21 months (duration)
1 September 2021(start date)
Information communications technician (apprenticeship standard)
19 August 2021 (application closing date)
Register interest

Job Description

• To provide timely first line desk side and remote support to students, staff and visitors • To ensure the smooth running of the school’s ICT and AV systems and perform routine monitoring, repairs and maintenance • To escalate second line ICT issues to the IT & Operations Support Manager


ICT support

  • To assist all users and diagnose, resolve or escalate as required ICT and AV support issues relating to hardware, software, cloud solutions and infrastructure
  • To staff the ICT support desk at key times during the school day and assist students and staff with issues relating to their Chromebook or laptop devices
  • To accurately record, update and document requests using the IT service desk system
  • To maintain the highest level of customer service ensuring that all users are helped efficiently and in an appropriate manner
  • To assist staff with applications & cloud solutions support, such as through the development of Excel or Google Sheets
  • To retain an awareness of GDPR requirements when handling or having access to confidential data

ICT maintenance

  • As directed by the IT & Operations Support Manager or Business Director assist with the installation or upgrade of software and hardware and document any changes on the asset register
  • Assist with the adding and removing of users, creating e-mail accounts and distribution groups and resetting user passwords
  • Ensure back-ups are taking place according to the designated schedule and escalate any issues to the third-party support provider
  • Maintain the asset database ensuring that assets are kept secure and are accounted for. Disposal of assets must be appropriately authorised and documented
  • Ensure that a supply of consumable items such as printer cartridges and toners are maintained and reordered as required

Future Prospects

After successful completion of the apprenticeship, the apprentice will gain access to the Register of IT Technician and the possibility of a L4+ qualification.

Reality Check

Please note: this vacancy is term time only (37 weeks per year)

Please note, candidates living within a 30 commute radius of the vacancy location will be prioritised

Skills Required

  • Good working knowledge of ICT hardware and software including mobile devices and various operating systems and software packages including Microsoft Windows and Office
  • Excellent IT skills and computer literacy

Qualities Required

  • Excellent organisational skills
  • Ability to communicate effectively with a wide variety of people in a professional manner, face-to-face, on the telephone and in writing
  • Ability to demonstrate practical troubleshooting and problem analysis techniques
  • Good attention to detail and ability to show initiative
  • Ability to plan and prioritise work load without supervision
  • Ability to prioritise, manage and perform under pressure
  • Excellent, practical knowledge of customer service best practice
  • Ability to maintain confidentiality and discretion at all times
  • Willing to work flexibly and with enthusiasm

Qualifications Required

GCSE (or equivalent) in maths and English at grade C/4 or above.

Level 2/3 qualification in an ICT-related field would be advantageous

Training Provided

Level 3 Information Communications Technician Apprenticeship Standard

Level 2 Functional Skills maths and English (if required)

Register interest