Summary
Joining the University of Oxford as an IT apprentice offers you a fantastic chance to learn by doing. You'll work side by side with experienced colleagues, gaining hands-on experience while setting clear goals for your apprenticeship. Plus, you'll have the opportunity to earn formal qualifications in your chosen IT field.
Wage
£25,895 a year
Training course
Digital support technician (level 3)
Hours
Monday - Friday - your working hours will be flexible and adjusted as needed to fulfil the responsibilities of your role, which may include scheduling and participating in tasks outside of regular working hours.
36 hours 30 minutes a week
Start date
Monday 12 January 2026
Duration
1 year 3 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
Please note that this is an apprenticeship position and therefore anyone with more than six months professional experience working similar IT / tech role will not be eligible.
You will also need to commit to completing a Level 3 Digital Support Technician Apprenticeship.
The role:
You will work as an Apprentice IT Support Officer and will be required to complete a 18-month training programme delivered by Digital Native that will cover all aspects of the role and will be delivered through frequent remote sessions with lots of distance learning activities in between sessions. Day release will be required for the End Point Assessment, gateway preparation and assessment activities.
Under the guidance of the IT Service Delivery Manager, you'll learn to provide excellent support, with a focus on manning the IT Service Desk – the main point of contact for users seeking IT assistance. Your role will involve effective communication, streamlined processes, and documentation to optimise the Department's IT resources.
Responsibilities:
Customer Service and Support:
* Learning the ropes of managing our service desk on a day-to-day basis, collaborating closely with your colleagues to swiftly assess, handle, and route user requests and incidents within the IT Team. Escalating issues as necessary.
* Assisting in the creation and upkeep of user-friendly documentation for both end-users and IT colleagues, ensuring they can make the most of our IT services.
* Gaining experience in implementing University policies regarding data protection and responsible computer use.
* Ensuring all inquiries are addressed professionally, promptly, and appropriately.
* Maintaining a pleasant, helpful, and professional attitude when interacting with customers.
* Learning the ropes of assessing and assigning incident tickets within our service desk software system.
IT Support
* Gain experience in offering initial user support, which includes handling IT hardware, software, telephone, Audio-Visual support, computer and printer management, and user accounts. This will predominantly be in a Microsoft Windows environment.
* Learn and grow in your ability to handle a case load of service incidents and standard change requests, ensuring that all requests are managed accurately and that the quality of service remains at its best.
* Develop the skills to install and support commercial software packages and peripherals when needed.
Other
Your working hours will be flexible and adjusted as needed to fulfil the responsibilities of your role, which may include scheduling and participating in tasks outside of regular working hours.
Hazard-specific / Safety-critical duties
This job includes the following hazard-specific or safety-critical duties which will require successful pre-employment health screening through our Occupational Health Department before the successful candidate will be allowed to start work:
Regular manual handling
Selection criteria
Essential
* A proven interest in tech, understanding how it works and troubleshooting and problem solving issues
* Exhibit effective communication skills, both in verbal interactions and written correspondence, whether in person, over the phone, or via email.
* Demonstrate a readiness to acquire the skills taught during the apprenticeship, which could be showcased through relevant work experience, qualifications, or references.
* Have practical experience with Microsoft Office applications, including Word and Excel.
Desirable
Experience of Apple products and/or Linux operating systems
Where you'll work
Department of Engineering Science
Parks Road
Oxford
OX1 3PJ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
DIGITAL NATIVE (UK) LIMITED
Training course
Digital support technician (level 3)
What you'll learn
Course contents
* use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
* use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
* apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
* provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
* operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
* communicate effectively through a variety of different channels using terminology appropriate to the audience
* use digital resources to extend own knowledge and skills relevant to their role
* risk assess the organisational impact of decisions that they take
* use digital systems to identify productivity and performance improvements
* use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
* maintain system security in line with organisational policies.
* support digital operations or digital change and transformation activities.
* investigate application problems and enable resolution to maintain productivity and improve quality of service.
* coach and guide stakeholders to develop their applications skills to use digital systems effectively.
* monitor data to analyse systems use and provide insights to recommend use or applications developments.
* support customers in the use of information, products and services through digital channels.
* diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
* maintain end-user systems physically or remotely. For example: software, hardware or operating systems
* provide and direct end-users to tools and resources to help them to resolve their digital problems.
* use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
* use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
* apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
* provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
* operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
* communicate effectively through a variety of different channels using terminology appropriate to the audience
* use digital resources to extend own knowledge and skills relevant to their role
* risk assess the organisational impact of decisions that they take
* use digital systems to identify productivity and performance improvements
* use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
* maintain system security in line with organisational policies.
Training schedule
You will undertake the Level 3 Digital Support Technician apprenticeship Standard and be given the opportunity to gain relevant British Computer Society qualifications.
You will work alongside our experienced Service Desk team and build your skills through a combination of:
* 1-2-1 Coaching
* Online learning
* Work based tasks
Requirements
Essential qualifications
GCSE in:
4 GCSEs (or equivalent) inc Maths and English (grade 9-4 or A-C)
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
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Initiative
* Non judgemental
* Patience