IT Assistant Apprentice

DOWNING COLLEGE IN THE UNIVERSITY OF CAMBRIDGE

CAMBRIDGE (CB2 1DQ)

Closes in 26 days (Monday 15 September 2025)

Posted on 19 August 2025

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Summary

Working as part of a Desktop and System support team providing a wide variety of services. You will provide 1st and 2nd line support functions to a wide range of user bases in a predominantly Microsoft environment. Support will be provided by telephone, desk visit or remote support via Teams or Zoom etc.

Wage

£23,280 a year

Check minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday to Friday, between 9am - 5pm with 30 mins for lunch.

35 hours a week

Start date

Monday 22 September 2025

Duration

1 year 5 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

  • Perform both first and second line support via remote or desk visit.
  • Prioritise and diagnose incidents and requests according to agreed procedures.
  • Investigate causes, resolve or escalate to senior team members.
  • Act as the main contact point, receiving and handling requests for support via multiple channels.
  • Analyse causes of incidents and inform service owners to minimise the probability of recurrence and contribute to service improvement.

Where you'll work

DOWNING COLLEGE
CAMBRIDGE
CB2 1DQ

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

QA LIMITED

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

Why choose our Azure Cloud Support Specialist apprenticeship?

The new Microsoft Azure Cloud Support Specialist Level 3 programme has been designed in partnership with Microsoft to build Azure cloud capabilities in your organisation.

This new Microsoft apprenticeship is part of QA's drive to support Microsoft’s Get On 2021 campaign, a five-year initiative to help 1.5 million people build careers in technology and help 300,000 connect to tech job opportunities.

QA’s Azure Cloud Support Specialist Level 3 apprenticeship programme enables the apprentice to:

  • Learn on-premise and cloud-enabled technologies and services.
  • Learn technical content that aligns to and is relevant to employers and the market.
  • Gain an Azure Fundamentals Qualification and a Microsoft 365 fundamentals qualification.
  • Get an introduction to Windows, Linux and PowerShell.

Tools and technologies learned: Learners will learn to use Microsoft Azure, Microsoft 365, Windows 10, AWS, Linux, PowerShell.

Requirements

Essential qualifications

GCSE in:

  • 3 of any subject (grade 4+ (A* - C))
  • Maths & English (grade 3+ (D or above))

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
  • Analytical skills

About this employer

Founded in 1800, Downing College in the University of Cambridge has a unique and magnificent setting among twenty acres of lawns and trees yet is located in the centre of Cambridge.  The open landscape has a superb collection of neo-classical buildings from the nineteenth, twentieth and twenty-first centuries. Those living and working in Downing enjoy a beautiful environment unique in Cambridge in its spaciousness. The College is composed of approximately 50 Fellows and 165 non-academic staff and its aim is to help all students to develop their academic ability and personal potential during their time here.  We pride ourselves on being a friendly and informal community for Fellows, staff and students alike.  Set within this expansive and beautiful landscape, Downing also has a thriving conference business and provides customers with a choice of superior conference, meeting and theatre facilities.

Company benefits

A huge list of exciting benefits is on offer!

After this apprenticeship

  • Upon successful completion of this apprenticeship, you may have the opportunity to join the business permanently or progress onto a more advanced apprenticeship.

Ask a question

The contact for this apprenticeship is:

QA LIMITED

The reference code for this apprenticeship is VAC1000337865.

Apply now

Closes in 26 days (Monday 15 September 2025)

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