IT Support Technician Apprentice – Cambridge Fire & Rescue– Cambourne, CB23 6FY– £18,000pa – 37hrs/w

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. 

• 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)

1. 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.

2. 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.

3. Development

• Responsible for updating own practices and professional knowledge.
• Undertaking personal and organisational development activities as agreed with line manager.

4. General

• To undertake such other duties as may be required from time to time, commensurate with the grade and positioning of the post

Essential skills, characteristics and experience
1. CPD

• The post holder must be willing to continuously develop their professional knowledge, experience and understanding. 

2. TRAVEL

• Travelling across the county may be required to facilitate the effective delivery of the role and to participate in meetings etc.

• 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

• English GCSE, grade 4/C (Essential)
• Maths GCSE, grade 4/C (Essential)