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IT Support Technician Apprentice – Cambridge Fire & Rescue
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ICT Apprentice
The apprentice will assist the ICT Shared Service to provide a customer-focused ICT Support service to stakeholders throughout Bedfordshire and Cambridgeshire Fire and Rescue Services.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
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 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
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 their 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
CORPORATE ACCOUNTABILITIES (applicable to all employees)
- 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.
- 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.
- Development
- Responsible for updating own practices and professional knowledge.
- Undertaking personal and organisational development activities as agreed with line manager.
- General
- To undertake such other duties as may be required from time to time, commensurate with the grade and positioning of the post
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Essential skills, characteristics and experience
- CPD
- The post holder must be willing to continuously develop their professional knowledge, experience and understanding.
- TRAVEL
- Travelling across the county may be required to facilitate the effective delivery of the role and to participate in meetings etc.
Where you'll work
Fire Station
Back Lane, Great Cambourne
Cambridge
CB23 6FY
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
- Training provider: TECHNICAL PROFESSIONALS LIMITED
- Training course: Information communications technician (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
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
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Training schedule
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:
Essential qualifications
- GCSE in:
- English (grade 4/C)
- Maths (grade 4/C)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Analytical skills
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
Other requirements
- It is a requirement to have five 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.
Eligibility
- 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
We want our workforce to reflect the communities we serve and welcome applications from people of all backgrounds. As women are currently underrepresented within our ICT team, we’d particularly like to encourage women interested in a career in technology to apply. Selection will always be based on skills, potential and suitability for the role.
About this employer
We are responsible for delivering a fire and rescue service to the people of Cambridgeshire and Peterborough.
We operate from 27 fire stations, which vary in status from being staffed 24/7, 365 days a year, to being completely on-call, where firefighters are available day and night and respond to emergencies around their other life commitments by a pager. The Service's headquarters is located in Huntingdon, with the senior leadership team, combined fire control room and many of our support staff being based there.
We are accountable to the Cambridgeshire and Peterborough Fire Authority and our responsibilities as an emergency service are set out in the Fire and Rescue Services Act 2004 and the Civil Contingencies Act 2004.
https://www.cambsfire.gov.uk/ (opens in new tab)
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Upon completion, the successful apprentice will have a level 3 ICT qualification
Ask a question
The contact for this apprenticeship is:
TECHNICAL PROFESSIONALS LIMITED
The reference code for this apprenticeship is
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