IT Network and System Administration Apprentice

Packt Publishing Limited
35, Livery Street, Birmingham, B3 2PB
£187.50 per week
03 May 2019
08 Jun 2019
Role Type
Apprenticeship, Higher
Start Date
This role is to work with the businesses IT technical teams, delivering desktop and network support for the business as well as working on key service projects. Duties are listed below and this list is not exhaustive:
  • Manage the on-boarding and off-boarding of all user accounts according to company polices and procedures
  • Manage user account permissions and access rights in accordance with best-practices regarding privacy, security, and regulatory compliance
  • Setup new starter computers, including configuration and software installation
  • Timely support and management of support tickets raised by users, by solving their queries within the agreed service level
  • Identify, troubleshoot and resolve hardware and software problems on employee workstations and escalate incidents as necessary. Including notifying staff of current issues and expected resolution timescales
  • Coordinate with IT Technical team, Desktop Engineers and System Administrators to determine and resolve problems received from users
  • Assists staff with the installation, configuration, and on-going usability of computers, peripheral equipment and software within established standards and guidelines
  • Hardware, software and network asset management and consolidation as well as related documentation and technical specifications information
  • Develop, document, and maintain all IT support service processes and procedures for existing as well as new IT support services
  • Recommending and performing upgrades on systems to ensure longevity
  • Provide training sessions and workshops for all employees when new IT service applications are released. Including conducting training sessions for new employees during their induction week
  • Creating and maintaining training material and documentation
  • Gather feedback from staff to gage user satisfaction with the IT support service and then implementing support service improvements based on feedback
  • Support IT and Project management teams throughout project lifecycles. Including but not limited to documentation, testing, user training and requirements gathering
  • Assist IT infrastructure and service desks teams with global PC and network projects, tasks and implementations, being their point of contact in the UK office
  • Conduct research on products and services in support of improving business activities and systems
  • Availability for on call and out of office hours work for scheduled and unplanned maintenance
  • Schedule and perform network improvements, upgrades, and repairs as well as ensure network connectivity of all workstations
  • Appropriately notify key stakeholders for all scheduled and unplanned maintenance
  • Working with vendor support contacts to resolve technical problems with computing equipment, software and hardware
  • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application services and administrative systems
  • Telephone system and hardware maintenance, set up and support
  • Ensure office equipment is organised tidily and kept in the correct place. Such as pool laptops, spare peripherals all well organised. Ensuring the server room is kept tidy and equipment stored appropriately
  • Ordering of computer hardware and peripherals
  • Ensure meeting rooms are tidy and set up correctly for audio and video conferences
  • Setup audio and video conferencing equipment for company updates
  • Maintain and update values badges leader board

Facilities Support Tasks.

(Minimal amount of time will be required for this support and cover for Office Administrator will be shared with HR Administrator)
  • Assist Facilities Coordinator in desk moves or helping plan office moves
  • Cover some Facilities Coordinator tasks in times of their absence, such as:
  • Support the maintenance and monitoring of the air conditioning system
  • Liaising with the Office maintenance team
  • Setting up and maintaining business accounts
  • Ordering Stationary and Kitchen supplies
  • Arranging any ad hoc external meetings and booking conference facilities
  • Maintaining internal meeting rooms booking system
  • Ordering of catering for internal meetings
  • Open and distribute all incoming post
  • Log foreign translation books
  • Send books to authors
  • Door Code maintenance

Requirements and prospects

Desired skills

  • Intuition and creativity
  • Hardware component knowledge
  • Good IT troubleshooting knowledge
  • Experience with multiple OS systems
  • Competent using technology
  • Good attention to detail
  • Good listening skills

Personal qualities

  • Organised
  • Good communicator
  • Confident
  • Friendly
  • Good attitude to work
  • An eagerness to learn
  • Take pride in work that you do

Desired qualifications

Must hold 5 GCSEs (graded Ato C+ or 9 to 5) or equivalentincluding, English and maths and have been a resident in the UK/EEA/EU for the last 3 years.

Future prospects

Possible ongoing career development and progression opportunities upon completion of the apprenticeship.

Things to consider

Travel to the location.

For more information on the ANMW, please visit:

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