L3 IT Support Technician Apprentice - Cambridgeshire Fire & Rescue Services - CB23 - £12.4-£22k – Find an apprenticeship

Summary

To assist the ICT Shared Service, providing customer focused ICT Support to stakeholders throughout Bedfordshire and Cambridgeshire Fire & Rescue Services, including logging calls, keeping users updated throughout and attending user support fault calls. Also working with O365, MDM Management and various technologies within the IT industry.

Annual wage: £12,313.60 to £22,010.56 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: Tuesday 14 January
Duration: 1 year 4 months
Positions available: 1

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

Act as initial point of contact within ICT for all incidents and requests from users within the Services and always provide an extremely customer focused service to all users
This includes proactively managing calls, setting appropriate priorities to ensure work is completed in line with Service Level Agreements (SLA) ensuring customer expectations are managed throughout. Escalate workload issues to ICT Support Team Leader for resolution
Allocate calls to internal ICT support groups and 3rd party organisations responsible for providing support services and ensure they respond to such calls in line with established Service Level Agreements. Escalate all breaches of SLAs to line manager
Ensure all documentation (for example asset registers) relating to software, hardware and firmware assets, including information relating to the configuration items, their dependencies and relationships are accurate, complete and up to date
Ensure that accurate records to track them through their lifecycle are maintained
Adhere to all operational processes and procedures that cover all areas of the ICT Support Team’s responsibilities to ensure compliance with ISO 27001 and ITIL standards
Ensure required records kept are complete, current and accurate
Required to work flexibly and regularly at Cambourne Fire Station and at all sites of both Cambridgeshire & Bedfordshire Fire Services and regularly work from home assisting and shadowing and learning the role of a User Support Engineer to provide a very responsive ICT support service to all end users
To carry out hardware installs including, laptops, mobile phones, alerters, tablets
To undertake any other duties of a similar level and responsibility as may be required
To attend such training/personal development courses as may be considered necessary
The post holder is required to comply with relevant health and safety legislation and the Service policies and procedures of Cambridgeshire and Bedfordshire Fire and Rescue Services in the performance of his/her duties
This includes the requirement to take reasonable care of themselves and others affected by their work activities, use equipment correctly and apply safe-working practices effectively, to remove or minimise risk of accident, injury or ill health
Practice and promote equality and diversity and the fair and equitable treatment of all staff and customers within the scope of the post
To support and participate in the formulation of standards and procedures for quality management and customer care expectations
Attending college for set period per week (usually 1 day) and completing all course work in the set time provided

Where you’ll work

Fire Station

Back Lane, Great Cambourne

Cambridge

CB23 6FY

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

TECHNICAL PROFESSIONALS 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
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:

Programme:

During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Information Communications Technician standard

The training covers the following core occupational duties:

https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technician-v1-2

More training information

It is a requirement to have four GCSE 9-4 grades or equivalent (including English and maths) to apply for this type of apprenticeship. If you do not have these grades but have completed numeracy and literacy Key Skills/Functional Skills at level two you may also apply for these apprenticeships

You must meet the following eligibility criteria to apply for the role:

Have been a UK/EEA resident for the last 3 years
Hold valid residency status
Have the right to work in the UK
Hold a full valid driving licence*

*Reasonable adjustment will be made for those candidates who may have a disability under the Equality Act 2010. However, it is essential that the successful candidate can travel to any part of the county when required

Requirements

Essential qualifications

GCSE 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

IT skills
Organisation skills
Problem solving skills
Administrative skills
Analytical skills
Logical
Team working
Initiative

Other requirements

CORPORATE ACCOUNTABILITIES (applicable to all employees) 1. Equality, Diversity and Inclusion & Safeguarding • Support and promote the Service's statement, policies and procedures on Safeguarding, Equality, Diversity and Inclusion in employment and service delivery. 2. Health, Safety and Risk • Ensure that health, safety and risk issues are factored into all areas of activity • Support and promote the Service’s Health and Safety policies and procedures to maintain a safe and healthy working environment. 3. Development • Responsible for updating own practices and professional knowledge. • Undertaking personal and organisational development activities as agreed with line manager. 4. General To undertake such other duties as may be required from time to time, commensurate with the grade and positioning of the post 5.CPD • The post holder must be willing to continuously develop their professional knowledge, experience and understanding. 6. TRAVEL • Travelling across the county may be required to facilitate the effective delivery of the role and to participate in meetings etc.

About this company

CFRS is one of the best fire and rescue services in the UK – but don’t take our word for it. Our recent His Majesty's Inspectorate for Constabulary and Fire and Rescue Services (HMICFRS) highlighted our positive culture, our dedication to developing our people and the things we do to promote inclusion across the service. The Service is dedicated to delivering an outstanding service to the communities we are proud to serve. You don't have to wear a firefighter's uniform and run into burning buildings to play an important role in the Service. A role in our support functions offers the chance of build a challenging, rewarding career and the opportunity to give something back to the community. We’re a modern and progressive place to work and promote the right values and welcoming culture by: • Ensure transparency and fairness in everything we do. • We’re proud to be a Disability Confident employer. • We provide health and wellbeing support for everyone in the service. • We have inclusion ambassadors and established working groups for protected characteristics

https://www.cambsfire.gov.uk/ (opens in new tab)

Company benefits

Employee Assistance Program Access to health Cash Plan Competitive Pension Scheme Blue Light discount at 100s of stores & events Health Shield Perk discounts 24 days annual leave plus bank holidays

After this apprenticeship

The successful apprentice will be employed on a fixed-term contract for 2 years. During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined classroom-based training, workplace assessment/training and online learning, at the end of which you will have the ability to work as a qualified IT Support Technician

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