Information Communications Technician Apprentice

About the Role

The apprentice will learn the job of a field-based service engineer in the print industry from the ground up. This will include workshop refurbishment of machines and components, web-based learning from the manufacturers we support, networking and IT infrastructure for equipment, supported from basic office equipment to production machines.

Equipment Installation & Maintenance

• Working with another member of staff, install, set up, and maintain professional print devices, including both hardware and software
• Provide customer training on devices to help users get the most out of their equipment
• Diagnose and resolve technical faults, working with other members of the team

Component & Equipment Refurbishment

• Take apart and clean imaging drums
• Replace worn parts with new and repackage ready for engineer use
• Perform toner refills where necessary (all safety equipment provided and instructions)
• Identify work to be undertaken using machine management lists
• Allocate stock if available, order stock where not to hand
• Prepare equipment for refurbishment (remove worn parts, set aside for refurbishment or replacement)
• Fully clean all areas of machine using equipment and materials provided
• Reassemble all parts inside machine to manufacturer's specification
• Test and adjust where required
• Clean outer casings and prepare for delivery

Training Course and Engineer Accompaniment

• Undertake all web-based learning modules over a 12-month period and obtain a minimum pass rate
• Accompany senior engineers and be involved with processes involved in repair and adjustments
• Apply learning to equipment in showroom and workshop
• Learn proper use of cleaning equipment and techniques

Other Duties

• Keep warehouse and workshop area clean and tidy
• Maintain stock levels of cleaning products and refurbishment parts
• Undertake jobs provided by administrator, directors or other engineers when required
• Adopt processes to ensure timely and efficient working methods to ensure steady supply of refurbished parts
• Make deliveries to sites, engineers and when appropriate undertake straightforward repairs or replace parts, subject to training delivery
• Help with deliveries and equipment installations when required

Apprenticeships

Includes 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