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IT Infrastructure Engineer Apprenticeship Southend on Sea Borough Council

This role reports into the IT Service Support Manager. You will play a vital role in ensuring ICT support exceeds customer expectations. You will have responsibility for providing a high level of IT support to the Council’s users and responding to tickets, clearly identifying issues and troubleshooting through to resolution.

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Closing date: 15 Dec 2022

Apprenticeship summary

  • Annual wage


  • Working week

    Desk operational hours - Monday to Friday, 8am to 6pm. Shift 1 - 8:00am to 4:30pm and Shift 2 - 9:30am to 6pm.

    Total hours per week: 37

  • Expected duration

    18 Months

  • Possible start date

    01 Jan 2023

  • Date posted

    11 Nov 2022

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    3 available

What will the apprentice be doing?

  • Provide 1st line support as part of the Service Desk team
  • Ensure an exceptional level of customer service and satisfaction is met at all customer touch points
  • Provide technical support to end users on various technical issues and problems relating to hardware, software and peripherals
  • Be responsible for responding to, documenting and resolving service tickets in a timely manner according to agreed SLAs
  • Communicate effectively with customers at all levels in the resolution of incidents and service requests
  • Perform and complete all aspects of service (telephone calls, web incidents, walk ups, floor walking, voicemails, call backs, e-mails etc.) to ensure the successful resolution of issues and requests, providing workarounds when appropriate
  • Support diagnosis of hardware and software faults and solve technical and application problems at 1st  line level
  • Diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.  Continue to monitor resolution progress when problems are passed to other teams
  • Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention
  • Perform user administration duties including new starters, leavers and movers
  • Perform laptop build and re-builds
  • Monitor and maintain the Council’s computer systems and networks
  • Contribute to continuous improvement in incident, problem and change management processes and support the ongoing enhancements to the ITSM tool
  • Identify opportunities to improve the effectiveness and efficiency of the service provided by the Service Desk
  • Share information and assist others with support requests, as required
  • Produce relevant reports in a standard format in an agreed timeframe. Works with key stakeholders to discuss any changes in the reporting processes
  • Perform Ad Hoc Duties as requested by your Line Manager

What training will the apprentice take and what qualification will the apprentice get at the end?

Level 3 Information Communications Technician standard:


Assessment Plan:

Our training delivery is based on a blended model of remote one-to-one sessions every 4 weeks, group sessions, webinars, online courses, video, and additional support as required. 

This means that our learners have the guidance they need as well as the flexibility to learn around the requirements of their jobs.  We find that this approach reduces disruption for the learners and their line managers giving everyone the best chance of benefitting from the training and completing the course. 

Resources for this standard include hundreds of hours of selected video content through LinkedIn Learning and Cisco Network Academy and online courses with supporting materials.

Skills learnt include:

  • Deal with colleagues and customers
  • Operate securely across platforms
  • Add mobile devices to networks
  • Analyse and communicate data
  • Apply structured techniques to problems
  • Optimise performance of hardware, software and networks
  • Manage workflow

To support the learners’ knowledge we also deliver the following training courses alongside the apprenticeship:

  • Cisco IT Essentials
  • Cisco Cybersecurity Essentials
  • Cisco Networking Essentials

Evidence collected will cover knowledge, skills and behaviours and helps the learner build the experience and portfolios they need to successfully complete their apprenticeship. 

Towards the end of the apprenticeship, apprentices will follow one of three Option pathways, to allow them to further develop their skills in a distinct IT area:

  • Support Technician
  • Network Technician
  • Digital Communications Technician

We also give the learners mock synoptic projects and EPA interviews to ensure they are ready for the End Point Assessment and know precisely what to expect at all points in the process.

The EPA itself includes:

  • Professional Discussion underpinned by Portfolio – structured interview.
  • Project Report with Questioning – work-based project report

This apprenticeship will allow learners the opportunity to become skilled and qualified IT technicians who will be able to utilise a wide range of digital tools and resources.

What is the expected career progression after this apprenticeship?

Full time and/or fixed term contract positions could be available to apprentices if the roles are vacant in the team at the end of their programme.

Requirements and prospects

Desired skills and personal qualities

Communication skills, Attention to detail, Customer care skills, Problem solving skills, Logical, Initiative, Technical Knowledge, Technical Experience, Self-Motivated, Knowledge of ITIL Processes


GCSE or equivalent In 3 or more subjects (Grade 4 or above) Desired
Other CompTIA (Grade A+) Desired
Other ITIL Foundation (Grade Pass) Desired

Things to consider

Travel will be required into the Civic Centre, Victoria Road, Southend. Working from home capability

About the employer

Southend-on-Sea City Council is a Unitary local authority, providing vital services to meet the needs of the local community. We employ around 1,800 staff who are working alongside our partners and local communities to deliver the Southend 2050 ambition and make lives better for the people of Southend. Southend itself is a vibrant place to live and work, offering coastal living alongside excellent and fast transport links into London. Working for Southend-on-Sea City Council offers a challenging and rewarding career in local government within a collaborative and innovative environment. As a Unitary Authority we are responsible for all local government functions ranging from regulatory services, transport, public health and parks through to planning, social services, community safety and education, so we offer a wide range of career opportunities. The diversity of our economy and communities and investment in a number of exciting regeneration projects makes our Council a great place to work, learn and make a difference.


Southend on Sea Borough Council


Civic Centre

Victoria Avenue



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Training provider



Apprenticeship standard

Information communications technician

Level 3 (A level)

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