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Information Communication Technician Apprentice
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ICT Apprentice
As an ICT Apprentice, you'll be a critical part of our Digital & IT team, helping colleagues across the estate make the most of technology. From setting up new devices to resolving technical issues and supporting exciting digital projects, you'll gain practical experience while developing the skills needed for a successful career in IT.
What we offer
- A structured apprenticeship programme combining work and formal learning
- Support, mentoring and coaching from experienced professionals
- Competitive salary with progression as you develop
- 26 days annual leave plus bank holidays
- Two days volunteering opportunities per year
- Experience working on meaningful projects that make a real difference
- An inclusive culture where your contribution is valued and your development is supported
About the Role
As an Information Communication Technician Apprentice, you'll gain experience across a wide range of technical support activities while working towards your Level 3 apprenticeship.
No two days are the same and with the support of experienced colleagues, you'll:
- Provide friendly and professional technical support to colleagues through a variety of communication channels including telephone, email and face-to-face
- Diagnose and troubleshoot hardware, software and network issues using recognised problem-solving techniques and support tools
- Install, configure and maintain laptops, desktops, printers, mobile devices and other IT equipment
- Support the rollout of new systems, software updates and technology improvements across the business
- Help administer user accounts, passwords and system access, ensuring security policies are followed
- Prioritise support requests to meet service level agreements while keeping customers informed of progress
- Test hardware, software and equipment to ensure systems are working correctly before deployment
- Escalate complex issues where appropriate and maintain accurate records to provide a clear audit trail
- Work with colleagues across the business to explain technical information in a simple, clear and supportive way
- Assist with maintaining secure IT environments by following company security policies and best practice
- Learn how different business systems integrate to support project delivery across Tilbury Douglas
- Continuously develop your technical knowledge by learning about new technologies, software and industry best practice
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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
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Working Conditions
This role will be based at our Birmingham office with opportunities for hybrid working where appropriate
Occasional travel to other Tilbury Douglas locations may be required as part of your development
Apprenticeship Structure
The structure of the actual apprenticeship will be based on the relevant standards and will be tailored to take account of the individual employer and apprentice's needs and wants.
As a minimum, this will include:
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- Briefing and engagement sessions delivered by Bragd and the employer to explain the apprenticeship in more detail
- An initial assessment of your level of relevant knowledge, skills and behaviours (KSBs) to create a tailored, individualised programme for you
- An initial assessment of your level of functional skills including English and mathematics
- A bespoke training and learning plan (ITP) for you that describes the activities that you will complete as part of your learning journey
- A structured programme of 'off the job' training, learning and development activities that meet the ‘OTJ’ requirement - delivered by a team of experienced trainers, tutors and coaches
- Ongoing 1-2-1 support from your employer and a dedicated tutor/coach from Bragd
- Regular assessment, advice, guidance and signposting to keep you on track with developing the required knowledge, skills and behaviours, while enabling you to expand and strengthen your wider skill set
- Weekly progress updates and quarterly progress reviews to recognise achievement, confirm additional support needs and identify next steps
- Dedicated support and guidance to prepare you for your end-point assessment, enabling you to confidently demonstrate the knowledge, skills and behaviours (KSBs) you have developed during your apprenticeship journey
What We're Looking For
We want to hear from people who are passionate about technology and enjoy helping others. You'll bring:
- A minimum of 5 GCSEs including English and Maths (or equivalent).
- An interest in computers, technology and digital systems.
- Strong problem-solving skills and a logical approach to troubleshooting.
- Good communication skills with the confidence to support colleagues at all levels.
- A positive attitude and willingness to learn.
- Good organisational skills and attention to detail.
- The ability to work independently and as part of a team.
- Experience of Microsoft Windows and Microsoft Office applications (desirable but not essential).
Why Join Us?
Start your career where it matters most – building a better future together
Tilbury Douglas is a leading UK building, infrastructure, engineering and fit-out company. We deliver vital projects across a range of sectors including health, education, water, defence, justice and civic and civil estate. Our schemes improve lives and strengthen communities.
Flexible benefits including holiday trading, pension, PMI, will writing, activity pass, charitable giving, cycle to work, restaurant discount card, cancer screening, home health testing
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
Why Tilbury Douglas?
We’re more than just a construction company; we’re a community of people working together to deliver projects that matter. We value diversity, innovation and wellbeing, and we’re committed to developing our people at every stage of their careers. We are a Platinum Member of the 5% Club, reflecting our long-term commitment to earn-and-learn opportunities.
Our values guide everything we do:
- Everyone has a voice
- Do the right thing
- Take pride in what you do
- Bring better to life
Join us and take your first step towards a rewarding career in Information Communication Technician!
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