L3 IT Support Apprentice – Metrolink – Manchester, M8 0RY – £17k
Metrolink
Manchester, M8 0RY
Closes in 17 days (Wednesday 8 January at 11:59pm)
Posted on 9 December 2024
Contents
Summary
The IT Apprentice will work towards providing general and routine IT support to staff within KAM, e.g., basic IT diagnosis and fix, undertaking routine maintenance of resources and equipment, support of common software packages and other general tasks as appropriate under the supervision/instruction of senior staff.
- Annual wage
- £17,000 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday-Friday, 9am-5.00pm
37 hours 30 minutes a week
- Possible start date
-
Monday 20 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
Key Responsibilities:
- Contribute to building an inclusive culture, taking a zero-tolerance approach to behaviours and attitudes that go against the FREDIE culture, escalating matters to management when appropriate.
- Ensure own health, safety, and wellbeing in the workplace, ensuring the zero harm principles and just culture is demonstrated in all ways of working.
- Ensure compliance with relevant policies, regulations, and standards.
- Learn to maintain an up-to-date and accurate database of hardware and software.
- Learn to effectively operate a range of mobile devices including phones, laptops, and tablets.
- Will learn to apply structured techniques to common and non-routine problems, testing methodologies and troubleshooting and analyses problems by selecting the digital appropriate tools and techniques in line with organisation guidance and to obtain the relevant logistical support as required.
- Learn the importance of disaster recovery and how a disaster recovery plan works and support KAM to maintain this.
- Assist in the deployment of computer hardware and software.
- Learn to repair and maintain equipment and prepare routine equipment for use, under the direction / instruction of others within strict time scales.
Measurement of performance (KPI’s):
- Scheduled tasks activities are executed efficiently and precisely.
- Appropriate information escalated and acted upon.
- Feedback from external and internal stakeholders.
- Information effectively communicated at the right level for the audience.
- Meetings are well organised & effective, and outcomes are achieved.
- Actions delivered to timescales.
- IT Issues are resolved in a reasonable timeframe or escalated to the team.
- Key milestones of Apprenticeship met.
Skills and Experience:
- Able to demonstrate the willingness to start or continue a career in IT.
- The Apprentice is expected to bring with them the following skills and a willingness to develop them further:
o Good Communication Skills- Building good relationships is fundamental to the delivery of services.
o Organisational Skills- The ability to manage your own workload and to work to team and project deadlines.
o Teamwork and Cooperation- The ability to work flexibly in a team and contribute to a supportive work environment.
o Adaptability and flexibility- Apprentices work in fluid, fast-paced & exciting environments. These skills are vital to responding to situations in the workplace.
Behaviours Required
- Respect: Act with Integrity, Interpersonal Awareness, Concern for Impact
- Ownership: Accountability, Flexibility, Initiative
- Thinking skills: Analytical Thinking, Forward Thinking, Customer Understanding
- Achieving: Results Focus, Concern for Excellence, Collaboration and Partnership
Where you’ll work
Metrolink House
Queens Road
Cheetham Hill
Manchester
M8 0RY
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
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 L3 Information Communications Technician standard.
The training covers the following core occupational duties:
https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technician-v1-2
Requirements
Desirable qualifications
GCSE in:
- English (grade A*-C)
- Maths (grade A*-C)
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
- Organisation skills
- Team working
- Adaptability
- Flexibility
Other requirements
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.
About this company
The KeolisAmey Metrolink tram system, the largest in the UK, is a joint venture between Keolis and Amey, managing Manchester’s Metrolink operations and maintenance on behalf of Transport for Greater Manchester (TfGM). We are proud to work together with TfGM and the Bee Network to provide journeys that are reliable, safe and secure. Handling over 44 million journeys annually, we really do keep Greater Manchester moving. In May 2024, we welcomed over 4.1 million passengers on our network, setting a record for monthly usage since the network opened in 1992. We pride ourselves on being people-focused, with people at the heart of everything we do. This means not only providing excellent service to our passengers but investing in our team, creating career pathways and growth opportunities, whilst fostering a supportive, inclusive and engaging work environment. From drivers to customer service representatives, finance to IT every role is crucial in keeping Manchester connected. We are also dedicated to inspiring the next generation through apprenticeship programmes and attending events focussed on women in STEM and ex-armed forces recruitment. By putting people first, we ensure safe and efficient travel for everyone in Manchester, making a positive impact in the communities we serve.
https://www.keolis.co.uk/ (opens in new tab)
Company benefits
Free tram travel with Metrolink.
After this apprenticeship
There may be the opportunity to apply for a full-time role at the end of the apprenticeship.
Ask a question
The contact for this apprenticeship is:
TECHNICAL PROFESSIONALS LIMITED
Georgia Dunn
g.dunn@learn-tech.com
The reference code for this apprenticeship is VAC1000291168.
Apply now
Closes in 17 days (Wednesday 8 January at 11:59pm)
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