IT Support Apprentice

Summary

The IT & Digital department is responsible for the force’s adoption and use of information and digital technology. The IT Support Apprentice offers an opportunity to be exposed to Service Management Service Operations – primarily on the IT&D Service Desk and in field support.

Annual wage: £24,000 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday shifts to be confirmed
37 hours a week
Possible start date: Monday 6 January
Duration: 1 year 6 months
Positions available: 2

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 IT & Digital department is responsible for the force’s adoption and use of information and digital technology.

The department consists of three core functions as follows:

Architecture Management (responsible for identifying and selecting the right technologies for the force)
Delivery Management (responsible for delivering and implementing the right technologies for the force)
Service Management (responsible for managing and maintaining all live, operational technology for the force)

The Service Management function within IT & Digital is responsible for the effective operation, support and maintenance of existing, operational technology systems, including but not limited to all Force applications, technology infrastructure (e.g. servers, databases, networks) and end-user devices (e.g. desktop PC’s, smartphones, tablets, Airwave terminals). This function manages, and has responsibility for, the security, capability, availability, and performance of all operational technology in the ‘live’ environment whether it is delivered via internal resources or by external suppliers. This function is also responsible for ensuring existing technology remains fit-for-purpose and reflects continuously evolving requirements from the force.

Responsible for investigating and resolving incidents/problems remotely and on site, fulfilling requests by working with the customer, other technical experts and third parties. Take ownership of issues, including documentation and progress updates are made
Installs and configures basic hardware system components and devices (including end-user computers, and mobile devices, whether physical or virtual) as required
Ensure that incidents and requests are handled according to agreed procedures, making judgments on the best approach to handle an issue in the most expedient way so that service delivery meets agreed service levels and customers are operational as quickly as possible
Monitor the progress of Incidents and Requests that have been escalated to the external supplier and where necessary chase or escalate ensuring the customer is kept up to date with any progress. Liaise directly with external suppliers and engineers in connection with on-site visits and deployments to Police locations. Ensure that they have the necessary support from our technical teams, tools and access requirements for to be able to support their products and services
Work alongside the IT Specialist engineer to complete new office installations, office moves, new technical installations site surveys. This may include moving existing IT assets around the or the installation of new technology to the customer requirements and to ensure health and safety, site, IT security and quality standards are met
Promote the proper use of Asset and stock management as a whole
Monitoring Health and Safety issues and raise issues where appropriate
Promote the forces diversity agenda and be its champion within the team
Champion good ideas to management through Continuous Service Improvement

Where you’ll work

West Midlands Police, Lloyd House, 2 Colmore Circus Queensway

Birmingham

B4 6AT

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

THE DEVELOPMENT MANAGER LTD

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
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

Your training plan

Information Communications Technician Level 3 Apprenticeship Standard:

The successful candidate will undertake an eighteen-month, nationally recognised qualification through TDM. This is a work-based learning programme which will require commitment to block weeks in an online training room once every quarter working towards the qualification along with weekly off the job training and monthly coaching sessions.

You will be required to demonstrate through the standard that you meet all competencies and behaviours, which will lead to the achievement of the qualification.

You will have a designated mentor in the workplace to support your learning and at the end of programme will be assessed via an external assessment body.

This is a Level 3 qualification.

Knowledge Areas Include:

Hardware and Networking
Software and Security
ICT Administration

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 4)
Maths (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
Customer care skills
Attention to detail
Problem solving skills
IT skills
Initiative
Team working
Analytical skills

Other requirements

The post holder must be able to work from alternate locations in line with business need. Flexibility is required where rota management is required and/or extended hours are proposed. The post holder may be required to provide ‘out of hours’ availability for which the appropriate allowances will be paid.

About this company

West Midlands Police is the second largest police force in the country, covering an area of 348 square miles and serving a population of almost 2.8 million.

After this apprenticeship

Potential for progression onto a degree programme or permanent position.

Ask a question

The contact for this apprenticeship is: