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

 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

Training:

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

Training Outcome:
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

Employer Description:
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

Working Hours :
Monday - Friday, Shifts to be confirmed

Skills:
IT skills,Organisation skills,Problem solving skills,Administrative skills,Analytical skills,Logical,Team working,Initiative