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IT Support Technician - Apprentice

Date:  17-Feb-2021

Bristol, GB

Job Function:  Technical
Business Unit:  Plasma Technology

At Oxford Instruments, we enable the world’s leading industrial companies and scientific research communities to image, analyse and manipulate materials down to the atomic and molecular level. At Plasma Technology, we provide tools for the engineering of micro- and nano-structures, with customers using our process solutions to research and produce materials and semiconductors vital for everything from medical devices and diagnostics, to electric cars and quantum computers.


This is a versatile role, with a great company and excellent progression prospects. The IT Department is a busy and lively department supporting every aspect our business through providing excellent IT tools and internal customer experiences.

You will be a key part of the IT team responsible for delivering the following:

  1. Answering the incoming support enquiries by helpdesk ticket, email, telephone and in person.
  2. Resolving IT issues using telephone support, remote access software and on-site assistance.
  3. Installation & Configuration of new IT systems (PC’s, Servers, Routers, Switches, Tablets, Smartphones and peripherals etc)
  4. Installation of new software packages, updates and new releases of OS.
  5. Support users on the operation and use of the various standard software packages. 
  6. Checks monitoring software, antivirus etc on a regular basis to ensure smooth running of all it equipment and the security of the company IT infrastructure.


Key Responsibilities:

  • Provide effective interface between users and service providers. This includes advising users on systems, products and services which are available to them and assisting users in making more effective use of desktop systems, products and services.
  • Install and commission desktop systems and their routine upgrades. Provide information on updates, known errors, changes in availability, new facilities etc. This includes tuning-up client desk-top applications for performance, locating shared resources on network and assign or connect to end users.
  • Initiate the procedure for handling detected incidents. Includes recording basic details of the incident covering symptoms, basic diagnostic data, etc. Makes initial diagnosis of any problems and advises known solutions, where applicable. Provides effective interface with users, ensuring all diagnostic information is provided for error resolution and incident analysis. 
  • Carry out support activities with respect to problem management process. This includes reporting on defect/problem, running simple diagnostic tools to identify issues, resolving simple technical problems, and obtaining diagnostic data to assist in investigating and resolving problems. 
  • Monitor application systems or modules for which he is responsible by regular scrutiny of reports from the applications software, systems software or service delivery staff. Notes problems and identifies performance trends with assistance from more senior colleagues where necessary. 
  • Identify potential exposures to application systems critical to the continuity of the Oxford Instruments' business e.g. single points of failure, lack of effective countermeasures or lack of tested, up-to-date recovery plans. Identify the need for the creation, testing and maintenance of an information systems disaster recovery plan, to agreed standards and assists in maintaining the continuity of application systems critical to Oxford Instruments existence to a level agreed.
  • Monitor stock levels of critical IT related office supplies ensuring adequate levels are maintained to sustain continual service. Liaise with standard suppliers to maintain relationship and pricing.
  • Undertake small scale IT projects to deliver discrete packages of work, with support from your line manager. 
  • Responsibility for building, maintain and supporting mobile devices to Oxford Instruments defined guidelines


Education / Qualifications:

  • Dependent on the Apprenticeship chosen, candidates with less educational qualifications can start at a Level 2, or with 5 or more GCSE’s a Level 3.


Professional Skills/ Abilities:

The role holder may not have all of the skills below yet, but this gives you a sense of what will work with you to achieve.

Initially, we expect you to be able to demonstrate a passion for work in the IT sector, for example, through your hobbies.  We will also want to know that you care about providing good internal customer service to your colleagues.


Technical Expertise 

  • General knowledge of basics of computing.
  • Familiarisation with MS-Office Windows, Network environment.
  • Basic knowledge of software configuration designs.

Delivering Services and Solutions

  • Works according to established information technology and professional standards.
  • Prioritise tasks and recognise the difference between urgent and important tasks and monitor own progress; check quality and accuracy of own work before submitting for approval or further processing.
  • Sound application of English in a broad range of work related language tasks and complex social interactions.
  • Look for opportunities to assist team members. Promote team spirit and cooperation.
  • Investigate problems or situations when normally not required to do so and share relevant information with others.
  • Seek feedback on performance and use it to monitor personal improvement and strive for personal improvement.
  • Work systematically and adhere to stated operating policies and procedures.


If this role sounds of interest to you, please apply with your updated CV.


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All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability.


Note to recruitment agencies: Oxford Instruments operates a Preferred Supplier List, and we do not accept unsolicited agency CVs. Please do not forward candidate details in response to this advert, or to any Oxford Instruments employees or other company locations. Oxford Instruments is not responsible for any fees related to unsolicited CVs.