Apprentice for IT Support
NEW COLLEGE OXFORD
Oxford (OX1 3BN)
Closes in 12 days (Wednesday 6 August 2025)
Posted on 23 July 2025
Contents
Summary
A wonderful opportunity to work in one of the most prestigious Oxford colleges. 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. Salary £23,951.
- Wage
-
£23,951 a year
- Training course
- Information communications technician (level 3)
- Hours
-
The normal working hours are 35 per week, Monday to Friday plus unpaid lunch breaks - normally 9am - 5pm.
35 hours a week
- Start date
-
Wednesday 10 September 2025
- Duration
-
1 year 4 months
- Positions available
-
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- 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.
Where you'll work
New College
Holywell Street
Oxford
OX1 3BN
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
ACTIVATE LEARNING
Training course
Information communications technician (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Interpret and prioritise internal or external customer's requirements in line with organisation's policy
- Apply the appropriate tools and techniques to undertake fault finding and rectification
- apply Continuous Professional Development to support necessary business output and technical developments
- Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
- Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
- Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
- Manage and prioritise the allocated workload effectively making best use of time and resources
- Complete documentation relevant to the task and escalate where appropriate
- Install or undertake basic software upgrades,either physically or remotely
- Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
- Provide remote/F2F support to resolve customer requirements
- Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
- Identify and scope the best solution informed by the system data associated with the task
- Test and evaluate the system's performance and compliance with customer requirements.
- Escalate non routine problems in line with procedures
- Use basic scripting to execute the relevant tasks for example PowerShell, Linux
- Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
- Apply the necessary security, in line with access and/or encryption requirements
- Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
- Test and evaluate network environments
- Monitor performance and usage of a network
- Deploy applications on a network
- Set up storage and data access for staff
- Apply necessary security measures, in line with access requirements to a network
- Carry out routine maintenance across network systems, ensuring organisational compliance
- Monitor network-related workloads including DNS and firewalls
- Install or undertake basic upgrades, either physically or remotely
- Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
- Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
- Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
- Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
- Interpret and prioritise internal or external customer's requirements in line with organisation's policy
- Apply the appropriate tools and techniques to undertake fault finding and rectification
- apply Continuous Professional Development to support necessary business output and technical developments
- Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
- Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
- Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
- Manage and prioritise the allocated workload effectively making best use of time and resources
- Complete documentation relevant to the task and escalate where appropriate
- Install or undertake basic software upgrades,either physically or remotely
- Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
- Provide remote/F2F support to resolve customer requirements
- Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Training schedule
The training is based at City of Oxford College, but it is delivered as an online training course, so no travel or day release is involved.
More training information
The training will be supported by in-house, on-the-job training,
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.
Requirements
Essential qualifications
GCSE in:
Desirable qualifications
GCSE in:
Other in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Number skills
- Analytical skills
- Logical
- Team working
- Patience
- Physical fitness
- verbal and written skills
Other requirements
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. Working in a support or customer-focused role. 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 demeanour. Ability to work well within a team and collaborate effectively. Willingness to learn and develop customer care and IT skills. Desirable: Strong organisational skills and attention to detail. There will be a requirement to work across multiple locations, all within walking distance of each other.
About this employer
New College is situated in central Oxford and was established in 1379.
http://www.new.ox.ac.uk (opens in new tab)
Company benefits
Salary 23,951pa. Free meals on duty. Contributory pension scheme. 6 weeks annual leave plus bank holidays. Employee Assistance programme. Discounted travel scheme.
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
To be a competent IT support assistant.
Ask a question
The contact for this apprenticeship is:
NEW COLLEGE OXFORD
Sam Brown
sam.brown@new.ox.ac.uk
01865289095
The reference code for this apprenticeship is VAC1000333349.
Apply now
Closes in 12 days (Wednesday 6 August 2025)
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