Apprentice: IT Support

The successful applicant will work on the IT Helpdesk and New College school to provide effective 1st and 2nd line support to staff by investigating and resolving IT issues and assisting in the delivery of an effective and efficient IT support service.

The role will include providing general and routine IT support, including diagnosis and fixing, undertaking routine maintenance of resources and equipment, support of common software packages used across the business and other general tasks as appropriate under the supervision/instruction of senior staff. 

There may be work required off site providing cover for the Collegiate Group.

The successful applicant will commit to attending college and studying Information Communication Technician, Level 3 at City of Oxford College.

This role is expected to commence during September 2025 and will be for a fixed period until 31st December 2026. 

• Responding to IT support requests from staff in a professional and timely manner. 
• Troubleshooting and resolving hardware and software issues, providing remote or on-site support when necessary. 
• Maintaining accurate records of support requests, resolutions, and relevant information in the ticketing system. 
• Assisting with setting up and configuring new user accounts and devices. 
• Assisting with troubleshooting network connectivity issues across a multitude of devices and resolving them promptly. 
• Collaborating with the IT Support team to identify and implement improvements to systems and processes. 
• Assisting with managing hardware and software inventory, including tracking and organising IT assets. 
• Developing user-friendly documentation and guides for common IT procedures and issues. 
• Providing Audio visual cover for College Members, Summer Schools and Conferences. 

• Average response time and resolution time for support requests. 
• The number of support tickets resolved efficiently. 
• Completion of assigned tasks within specified timelines. 
• Feedback from colleagues on teamwork and collaboration. 
• Demonstrating a proactive and self-directed approach 
• Completion of project work 
• Successful completion of apprenticeship course within agreed timeframe. 

• Work with a wide range of college members and visitors to ensure breadth of knowledge through the collegiate group is gained. 
• Have regular 121’s to monitor performance, objectives and progress and support personal development and wellbeing. 
• Take part and request any required training needed to fulfil your role. 
• Promote and uphold the principles, policies, and all relevant statutory requirements, including the Equality Act, the HASWA, GDPR and Safeguarding, including Prevent.  https://www.new.ox.ac.uk/policies-statutes-accounts  
• Undertake such other duties as may be required from time to time commensurate with the level of the post and across other colleges and New College school to gain knowledge and understanding of different roles and responsibilities. 

Health and Safety, Compulsory Training 

• All staff must Follow the College health and safety guidelines and fire regulations set out in the polices, follow safe working practices. 
• All staff must complete any mandatory training. 

Criteria  

QUALIFICATIONS 

Essential   

Five GCSEs, including English, Maths  

Desirable 

• GCSE Computer Sciences  
• Relevant Level 2 Apprenticeship or other equivalent qualification and experience  

EXPERIENCE  

Essential 

• Using PCs and other devices and common desktop application software.  

Desirable  

• Building or modifying a Personal Computer 
• PC Maintenance and upgrades 

TECHNICAL 

Essential 

• Understand basic PC concepts and components 
• Windows  & Microsoft office Software 

Desirable 

• knowledge of TCPIP networking 
• Troubleshooting device connection issues  

  ·  

SKILLS SET 

Essential 

• Strong problem-solving skills and ability to analyse and troubleshoot technical issues. 
• Excellent verbal and written communication skills.  
• Customer service-oriented with a friendly and professional demeanor 
• Ability to work well within a team and collaborate effectively.  
• Willingness to learn and develop customer care and IT skills. 

Desirable 

• Working in a support or customer focused role 
• Strong organisational skills and attention to detail.  

Benefits

• Salary 23,951pa.
• Free meals on duty
• Contributory pension scheme
• 6 weeks annual leave plus bank holidays
• Employee Assistance programme
• Discounted travel scheme

To apply for this role, you must upload your CV and also a covering letter explaining your suitability for this role.

Please also include the details of 2 contacts for employment references (Names and E-mail addresses) in the space indicated.

The closing date for this role is 8th August 2025.

Interviews are expected to take place during the week commencing 18th August 2025

If you would like an informal chat about the role then please call Sam Brown on 01865-289095.