Technical Support Apprentice

Purpose:

To assist in the provision of high-quality 1st line IT support within the college, including deploying IT hardware and software.

Key responsibilities: [will be to:]

• Promote the highest possible standards in customer care, equal opportunities and health and safety practices for the benefit of learners and the wider community served by the College.
• Safeguard and promote the welfare of children, young people and vulnerable adults served by the College.
• Respond to helpdesk calls regarding hardware, desktops and network support and resolve those problems within specified timescales in line with current departmental service levels.
• Providing ongoing technical support for users of the College systems, including basic training to end users and advice on new technology.
• Support on the interactive teaching technology e.g: IWB and provide necessary support, including keeping accurate records of IT asset.
• Promote the highest possible standards in customer care, equal opportunities and health and safety practices for the benefit of learners and the wider community served by the College.
• Safeguard and promote the welfare of children, young people and vulnerable adults served by the College.

Main Responsibilities [will be to:]

• Answer the Helpdesk calls and maintain the system to keep accurate records of day-to-day work.
• Provide technical and software support to users of the College systems, utilising remote desktop and deployment of College standard staff and student images.
• Log calls with external suppliers to resolve warranty/non-warranty escalations.
• Ensure that only licensed software applications are installed on student and staff PCs to comply with software licensing agreements.
• Assist in receiving delivery of IT equipment and stock, security marking it and ensuring that it is entere

Waltham Forest College is a lively, diverse, successful institution located in the London Borough of Waltham Forest.

The college has invested £3 million in its 'Heart of the College' initiative and is a big community, proud of its diversity.

Essential qualifications:

• Educated to Level 3 standard (e.g. A level/ BTEC National/ NVQ level 3 or equivalent).
• Training/Education in computing (e.g. MCP, A+).
• Level 2 or equivalent in English and maths.

Desirable Experience:

• Experience operating an IT Helpdesk or similar call/fault logging system.
• Experience of working with Windows 10 operating system, including deployment of images.
• Deployment experience of Office 365 application suite and other standard industry IT packages.
• Basic knowledge of Active directory and Group policy.
• Knowledge of networking commands, including IP, DNS, DHCP.
• Experience of working within a technical environment.

Other Essential Requirements:

• Flexible approach to working hours, duties and arrangements  .
• A commitment to working with both colleagues and learners in a diverse and multi-ethnic environment.
• Commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults.
• Manual handling of IT equipment, including when sole IT Support at College remote sites.
• Und

  Essential: 

  Special Abilities and Aptitudes:

  • Ability to work collaboratively and supportively as part of a team.
  • Sympathetic approach to all users of IT.
  • Ability to prioritise and manage own workload.
  • Ability to deal with varied and diverse enquiries while maintaining customer focus.
  • Demonstrate good written and oral communication skills.
  • Ability to work both under direction and on personal initiative .