Trainee IT Technician (Apprentice) (Job Number: 25000703)
Computing and Information Services
Grade 2: - £23,478 - £23,751 per annum.
Fixed Term - Full Time
Contract Duration: 36 Months
Contracted Hours per Week: 35
Working Arrangements: Onsite Working
Closing Date: 29-Jun-2025, 5:59:00 PM
Disclosure and Barring Service Requirement: Not Applicable.
The University
At Durham University, we are proud of our people, because they are at the heart of our globally outstanding institution, which is a key part of our local community. We inspire our people to do extraordinary things and we invite you to join our fantastic team.
Across the University, we have a huge variety of roles and responsibilities, which together make us one large and successful community. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer.
At the University we promote and actively champion equality, diversity and inclusion. It is crucial that everyone can be themselves and can flourish in an environment where everyone respects each other and is treated fairly. We want our people and wider community to feel happy, secure and proud to be a part of Durham. We are looking for the same values in you.
We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities. For more information on our EDI strategy and values, click here
The Role and Department
The Computing and Information Services (CIS) has an annual operational budget in the order of £10m, multi-million-pound programmes of change within year, and approximately 140 staff who are predominately based at the Durham University campus. The Senior Leadership Team report directly to the Chief Information Officer with the following portfolios: Strategy and Change; Operations; and Information Systems. CIS provide academic, teaching and administrative services across the organisation that underpin the day-to-day activities of the whole organisation.
Recent infrastructure improvements include investment in a new network backbone, including new cable runs throughout the city to all of the Universities core buildings, new scalable user facing storage, and a new hosting environment. Corresponding business led investment also continues to be made with a new Oracle Enterprise Resource Planning suite, investment in research administration, and maximising the breadth of opportunities available to the University through Office365, alongside numerous other important initiatives.
CIS is a friendly, but demanding department, where much is expected and can be achieved by competent, self-motivated individuals who are demonstrable in their team work ability.
As an Trainee IT Technician you will assist with activities to maintain the day to day operation and on-going development of Computing and Information Services (CIS). Working in a number of teams within CIS during the course of the apprenticeship you will maintain a high level of IT services throughout the University, assisting students, staff, visitors in their use of Durham University IT systems.
This is an incredible opportunity for someone who is passionate about technology, but that doesn’t mean you have to be super technical – we’ll give you all the training you need to get you up and running to progress your career.
You will undertake activities relating to but not limited to:
- Operating Systems: You’ll work with various operating systems, including but not limited to Windows 10, Windows 11, Linux, and Mac OS.
- Desktop Software: You’ll handle desktop software applications such as Word, Excel, Outlook, PowerPoint, and also specialist academic software.
- Specialist AV Equipment: You’ll be involved in setting up and maintaining specialist audiovisual (AV) equipment, including video conferencing, lecture capture, esports, and streaming systems.
- Multi-Function Devices and Desktop Printers: You’ll support multi-function devices (such as printers with scanning and copying capabilities) and desktop printers.
- Remote Administration and Software Distribution Tools: You’ll use tools for remote administration and software distribution.
- Network Troubleshooting: Troubleshooting network issues will be part of your responsibilities.
- Mobile and Tablet Support: You’ll assist with mobile devices (phones and tablets) and provide technical support.
- Accessibility Configuration: You’ll configure hardware, software, and devices to support accessibility needs.
- IT Applications for Disabilities: You’ll work with IT applications and technology to support staff and students with disabilities.
Specific Role Requirement
- Eligibility for Apprenticeship Position: To be eligible to apply for an apprenticeship position, you must not have obtained a higher education qualification at Level 4 or above as defined on the NQF or QCF. This includes being awarded a first degree by a recognized university or other recognized higher education institution, except for anyone who has participated in the New Deal program.
- Apprenticeship Terms and Conditions: To fulfil the terms and conditions of the apprenticeship, the post-holder will be required to complete training on a weekly basis towards the Information Communications Technician - Level 3 qualification
- IT Service Desk Working Hours: The first year of the apprenticeship will be working on the IT Service Desk, the hours of service are currently from 8:00 am to 8:00 pm on Monday to Friday. However, a flexible approach to work will be necessary to ensure that all duties are covered. Occasional evening and weekend work may also be required, including cover at the Queens Campus (Stockton).
- Annual Leave Restriction for IT Service Desk Staff: During the start of the academic year period (Final week of September & First week of October) there is a 2-week annual leave restriction in place to support staff and students during that busy period. Further information about the role and the responsibilities is at the bottom of this job description.
Working at Durham
A competitive salary is only one part of the many fantastic benefits you will receive if you join the University: you will also receive access to the following fantastic benefits:
- 27 Days annual leave per year (in additional to 8 public holidays and 4 customary days per year), a total of 39 days. Including time off between Christmas and New Year.
- No matter how you travel to work, we have you covered. We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.
- Discounts via our benefits portal including money off at supermarkets, high street retailers, IT products such as Apple, the cinema and days out at various attractions.
- On site nursery is available and access to holiday camps for children aged 5-16 throughout the year.
- Lots of support for health and wellbeing including discounted membership for our state-of-the-art sport and gym facilities and access to a 24-7 Employee Assistance Programme.
- The opportunity to take part in staff volunteering activities.
- Family friendly policies, including maternity and adoption leave, which are among the most generous in the higher education sector (and likely above and beyond many employers).
- If you are keen on advancing in your role or career, we have a genuine passion for developing our colleagues from qualifications to IT skills, courses and apprenticeships.
- Generous pension schemes.
What you need to demonstrate when you apply
To be considered for this role, here are the skills/experience we’re looking for:
1. Good spoken and written communication skills.
2. Basic digital skills including the ability to use the internet and email.
3. Basic numeracy and literacy skills.
4. Experience of working in a team.
5. Experience of managing time to meet deadlines.
6. Ability to follow instructions, spoken or written, accurately.
7. Ability to follow health and safety guidelines.
8. An interest or understanding of working in an IT provision area.
Desirable Criteria
9. Understand and know how to deliver good customer service.
10. Experienced in providing telephone or in person support to customers.
How to Apply
We prefer to receive applications online. When you apply you need to submit:
1. A CV and/or;
2. A statement that tells us your experience and gives examples of how you meet the criteria above and/or submit the application form and include the information within the form.
We will update you about your application at various points throughout the selection process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to make sure you have not missed any of our updates.
Who to contact for more information
If you would like to have a chat or ask any questions about the role or if you are struggling to complete the application process, Andy Scott - Service Desk and Field Team Area Manager would be happy to speak to you. andrew.scott@durham.ac.uk
Here are the kind of activities that you’ll be asked to undertake and ways in which you’ll be expected to operate.
Service Delivery
- Provide an excellent service to our students, your colleagues and anyone else you come across as part of your role by carrying out your tasks using the relevant procedures (which we will provide training for).
- Look after yourself and others by following health and safety regulations, being aware of any hazards and risks and reporting any incidents.
- Carry out some tasks that may require specialist skills.
- Clean and look after specialist equipment when necessary.
Teamwork
- Help and cooperate with the rest of your team.
- Help your colleagues when required with other key activities undertaken within your service.
- Help to move, set-up and dismantle any equipment.
- Learn new skills and practices from more experienced colleagues.
- Bring any problems to the attention of more senior colleagues.
Communication/Personal
- Show a commitment to equality, diversity and inclusion and the University’s values.
- Respond to routine requests for information.
- Use digital devices and apps (such as email) to communicate with students, your colleagues and anyone else you come across as part of your role.
- Any other reasonable duties.
SECONDMENT
The post is full time, fixed term for a 36 month period and may be offered on an internal secondment basis subject to the agreement of the current line manager.
Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement Privacy Notices - Durham University which provides information on the collation, storing and use of data.
When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.
