Through a period of apprenticeship and training, learn & develop the necessary skills, expertise and experience to ultimately be able to fully perform the role of an IT/AV Support Technician.\n\nIT Services is responsible for providing, developing and maintaining the Universityâs central IT infrastructure, which includes the campus data network, telephone system, external network connections and data centres, a general purpose computing service, corporate information systems, and specialist advice and support for academic and administrative computing.\n\nThe post is Full time / 36.25 hours per week, 2 years fixed term, based in Guardbridge / St Andrews, reporting to the Service Delivery Manager (IT/AV). Learning how to monitor the IT Service Management system for new incidents and service requests, processing based on priority and urgency.\nLearning 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.\nLearning how to and assisting others in the provision of technical support for internal and external events and specialist teaching facilities.\nHelping others to efficiently and effectively resolve various IT/AV incidents and service requests e.g. hardware/software queries and AV faults in teaching spaces.\nLearning 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.\nLearning how to promptly and appropriately escalate complex incidents which cannot be resolved to other team members and/or 3rd line support teams.\nAssisting in the provision of routine maintenance for all IT and AV equipment in Learning and Teaching spaces.\nLearning how to build, image and configure various PC and Mac hardware devices.\nAssisting in the support of effective delivery of client operating systems and various software applications for students and staff.\nBecoming familiar with and, when required, participating in operational activities relating to the refresh of staff and student PCs and audio-visual technology.\nLearning 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.\nHelping to maintain a high degree of customer service for all support incidents and service requests and adhere to best practice IT Service Management principles.\nLearning how to contribute to procedural documentation to assist the IT Service Desk team with effective and efficient resolution of common incidents.\nBy liaising, communicating and collaborating with other colleagues within IT Services, learn how to and assist in providing a seamless customer journey.\nMaintaining a personal development programme as agreed with line manager. The essential qualifications for the role are qualifications at National 4 level or equivalent in English and Maths, with desirable qualifications including National 5 level or equivalent in these subjects. \n\nEssential experience and knowledge include a working understanding of IT packages such as Microsoft Office, while desirable experience includes working in a customer service-related environment and being part of a team. \n\nEssential competencies and skills include good organisational and time management skills, good attention to detail, good oral and written communication skills, good numeracy skills, awareness of the importance of confidentiality, and a methodical approach to routine tasks. \n\nDesirable competencies include the ability to use oneâs own initiative and problemâsolving skills. \n\nOther essential attributes include being flexible and willing to learn, demonstrating commitment to participate in and complete a Modern Apprentice programme, and enjoying problemâsolving and troubleshooting while knowing when to escalate an issue.