IT / AV Support Technician Apprentice

+ Learning how to monitor the IT Service Management system for new incidents and service requests, processing based on priority and urgency.
+ Learning how to and assisting others in the provision of 2nd line support of a wide range of desktop, laptop, mobile, printing, audio-visual, media and telephony technologies as well as standard software applications and corporate systems and services.
+ Learning how to and assisting others in the provision of technical support for internal & external events and specialist teaching facilities.
+ Helping others to efficiently and effectively resolve various IT/AV incidents and service requests e.g. hardware /software queries and AV faults in teaching spaces.
+ Learning how to and assisting others to provide remote and in-person 2nd line support for IT/AV equipment and multimedia technologies in Learning and Teaching spaces, with a focus on a fast, efficient resolution.
+ Learning how to promptly & appropriately escalate complex incidents which cannot be resolved to other team members and/or 3rd line support teams.
+ Assisting in the provision of routine maintenance for all IT and AV equipment in Learning & Teaching spaces.
+ Learning how to build, image and configure various PC and Mac hardware devices.
+ Assisting in the support of effective delivery of client operating systems and various software applications for students and staff.
+ Becoming familiar with and when required, participating in operational activities relating to the refresh of staff and student PCs and audio-visual technology.
+ Learning how to ensure service and operational level agreements, service standards and agreed customer satisfaction levels are achieved by promptly dealing with IT/AV incidents and service requests.
+ Helping to maintain a high degree of customer service for all support incidents & service requests and adhere to best practice IT Service Management principles.
+ Learning how to contribute to procedural documentation to assist the Service Desk team with effective and efficient resolution of common incidents.
+ By Liaising, communicating and collaborating with other colleagues within IT Services, learn how to and assist in providing a seamless customer journey.
+ Maintaining a personal development programme as agreed with line manager.

+ Good communication skills
+ Understand and know how to deliver a good customer service
+ An interest and enthusiasm for IT and AV, On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6.

St Andrews is a unique and captivating place, and the University is a key part of its charm. Seven centuries of history link the students with the town, leading to the ancient and yet modern institution apparent today.

£12,194 per annum in year 1, rising to £15,243 in year 2

Working hours:

Monday to Friday, 8.45am - 5pm, + Annual leave of 30 days plus 5 bank holidays
+ Staff discount scheme
+ Subsidised sports membership
+ Free staff parking
+ Range of family friendly policies

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.