Information Communications Technician Apprentice

Summary

The role will play a vital role in ensuring ICT support exceeds customer expectations. The role will have responsibility for providing a high level of IT support to the Council’s users, and responding to calls and tickets from users, clearly identifying issues and troubleshooting through to resolution.

Annual wage: £12,347.44 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday to Friday, 8:00am - 4:00pm in the office, with 30 minutes for lunch. (Subject to change).
37 hours a week
Possible start date: Monday 4 November
Duration: 1 Year 6 Months
Positions available: 3

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

The role is expected to work closely with colleagues across ICT to help ensure that IT services are working correctly, enabling Council services to be delivered successfully.

Provide 1st line support as part of the Service Desk team
Ensure an exceptional level of customer service and satisfaction is met at all customer touch points
Provide technical support to end users on various technical issues and problems relating to hardware, software and peripherals
Be responsible for responding to, documenting and resolving service tickets in a timely manner according to agreed SLAs
Communicate effectively with customers at all levels in the resolution of incidents and service requests
Perform and complete all aspects of service (telephone calls, web incidents, walk ups, floor walking, voicemails, call backs, e-mails etc.) to ensure the successful resolution of issues and requests, providing workarounds when appropriate
Support diagnosis of hardware and software faults and solve technical and application problems at 1st line level
Diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members. Continue to monitor resolution progress when problems are passed to other teams
Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention
Perform user administration duties including new starters, leavers and movers
Perform laptop build and re-builds
Monitor and maintain the Council’s computer systems and networks
Contribute to continuous improvement in incident, problem and change management processes and support the ongoing enhancements to the ITSM tool
Identify opportunities to improve the effectiveness and efficiency of the service provided by the Service Desk
Share information and assist others with support requests, as required
Produce relevant reports in a standard format in an agreed timeframe. Works with key stakeholders to discuss any changes in the reporting processes
Ensure your Line Manager is updated on your apprenticeship progress so that your duties can be tailored to compliment your course
Perform Ad Hoc Duties as requested by your Line Manager

Where you’ll work

Civic Centre

Victoria Avenue

Southend-On-Sea

SS2 6ER

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

GINGER NUT MEDIA LIMITED

Your training course

Information communications technician (level 3)

Equal to A level

Course contents

Interpret and prioritise internal or external customer's requirements in line with organisation's policy

Apply the appropriate tools and techniques to undertake fault finding and rectification

apply Continuous Professional Development to support necessary business output and technical developments

Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders

Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate

Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders

Manage and prioritise the allocated workload effectively making best use of time and resources

Complete documentation relevant to the task and escalate where appropriate

Install or undertake basic software upgrades,either physically or remotely

Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements

Provide remote/F2F support to resolve customer requirements

Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Identify and scope the best solution informed by the system data associated with the task

Test and evaluate the system's performance and compliance with customer requirements.

Escalate non routine problems in line with procedures

Use basic scripting to execute the relevant tasks for example PowerShell, Linux

Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times

Apply the necessary security, in line with access and/or encryption requirements

Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely

Test and evaluate network environments

Monitor performance and usage of a network

Deploy applications on a network

Set up storage and data access for staff

Apply necessary security measures, in line with access requirements to a network

Carry out routine maintenance across network systems, ensuring organisational compliance

Monitor network-related workloads including DNS and firewalls

Install or undertake basic upgrades, either physically or remotely

Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.

Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.

Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.

Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy