Warwick University

Digital Support Technician Apprentice - Advanced (Level 3)

Warwick University (Employer)

Learning Curve (Jaa) Limited (Training Provider)

Annual wage £9,429.00 to £15,583.00
37.5 hours per week Monday to Friday 9am to 5pm
15 months (duration)
1 November 2021(start date)
Digital support technician (apprenticeship standard)
Digital (route)
25 October 2021 (application closing date)
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Job Description

The Apprentice Digital Support Technician, while undertaking their professional training, will support those staff and students with access to departmental IT systems. Working within the Economic Department’s IT Team, the Apprentice Digital Support Technician will assist with identifying, diagnosing, and resolving IT issues for all service users.


IT Support:

  • To act as the first point of contact for queries from staff and students providing resolution where possible, but escalating more complex queries to colleagues within the IT team
  • To support the Department’s IT helpdesk with all IT-related queries and manage incidents in a timely fashion
  • To work alongside staff and students, providing support to ensure individuals make the best use of digital technologies and online platforms to access information and services
  • To support the IT team, and other departmental PSS teams, with all IT-related projects which may involve working on a wide variety of workstreams across the Department, e.g. web development, online communications, and implementation of new IT systems
  • To diagnose and resolve staff and student problems with accessing and using online platforms and apply the Department’s diagnostic process for fault finding, escalating, and reporting problems with digital technologies and online platforms as appropriate
  • With guidance, to install and configure software on end-user devices and departmental servers, to include operating systems, applications, and scripts
  • To support internal compliance including maintaining GDPR regulations, software license management certificates, and follow all University IT procedures
  • To complete relevant Department and University training and development courses

Professional Training:

  • To engage with the apprenticeship training provider as directed, typically one day a week, and complete any written or programme assignments or other work as instructed in a timely manner and to the required standard
  • To complete the apprenticeship training programme and achieve the relevant qualification by the end of the contract of employment

Future Prospects

  • The possibility for a full-time position upon completion of the apprenticeship

Reality Check

  • This is an apprenticeship role, so candidates are not expected to have professional qualifications or previous experience. However, the successful applicant is expected to be diligent in their approach to their work and studies, and willing to embrace the opportunity to learn

Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week)

The Apprenticeship National Minimum Wage guide is updated every April (ANMW): https://www.gov.uk/national-minimum-wage-rates

Skills Required

  • Experience of working in a team environment, either through work experience or whilst studying (sports teams, education projects)
  • Excellent communication skills with the ability to build positive working relationships and engage effectively with a diverse community of staff, students, and associates
  • Excellent time management skills with the ability to respond to all IT related queries and escalate in a timely fashion when required
  • Excellent organisational skills with the end focus being to provide excellent customer services

Qualities Required

  • The willingness and desire to learn new IT systems bespoke to the University to include web development, online communications and the implementation of IT systems
  • Willingness to provide support to the IT helpdesk (full training will be provided) and to support the IT department with development initiatives and processes
  • Willing to support internal compliance, including maintaining GDPR regulations whilst following all University IT procedures
  • Willingness to engage with the apprenticeship training provider as directed and to complete any written/programme assignments and other work as instructed

Qualifications Required

  • GCSE in English and maths at Level 5 (C) or above or equivalent

Training Provided

  • Level 3 Digital Support Technician Apprenticeship Standard
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