Information Communications Technician Apprentice

SAFFRON HOUSING TRUST LIMITED

Long Stratton Norwich, NR15 2XP

Closes in 7 days (Wednesday 31 July)

Posted on 10 July 2024


Summary

The IT Service Desk is the first point of contact for all IT-related incidents and service requests. The IT Desktop Support Engineer provides first and second-line support for all staff. The role is responsible for resolving support requests, meeting staff satisfaction, and continuously delivering service.

Annual wage
£12,313.60 to £22,010.56 a year

Minimum wage rates (opens in new tab)

The pay may be negotiated and may rise after a probation period has been successfully completed.

Training course
Information communications technician (level 3)
Hours
Monday to Friday, shifts TBC. Based from Saffron Barn, with the ability to work agilely (from office, home or an alternative suitable location)

37 hours a week

Possible start date

Sunday 1 September

Duration

1 Year 9 Months

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

For the full apprenticeship, candidates will complete:  

  • Level 3 Apprenticeship Standard in Information Communications Technician. 
  • Level 2 Functional Skills in English. 
  • Level 2 Functional Skills in Maths. 

For the End Point Assessment (EPA) apprentices will undertake a professional discussion underpinned by the portfolio, and a project report with questioning. 
 
Apprentices are expected to attend college one day per week (term-time only) at the Ipswich Road campus, located near Norwich city centre. 

Where you’ll work

Saffron Barn Swan Lane

Long Stratton Norwich

NR15 2XP

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

CITY COLLEGE NORWICH

Your training course

Information communications technician (level 3)

Equal to A level

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
  • Your training plan

    This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

    Requirements

    Desirable qualifications

    GCSE or equivalent in:

    • English (grade 4/C)
    • Maths (grade 4/C)

    Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

    Skills

    • Communication skills
    • IT skills
    • Organisation skills
    • Problem solving skills
    • Ability to work under pressure
    • Troubleshooting
    • Flexibility
    • Enthusiasm

    Other requirements

    23 days holiday, this is on a pro-rata basis for employees who join during the holiday year which runs from 1st January to 31st December. Saffron offers an excellent benefits package to all employees which includes Pension, Private Healthcare, Employee Assistance Programme and Shopping Discounts. Free carpark Accessible on public transport – Purple Line (38) from Norwich City Centre

    About this company

    Saffron Housing Trust is a housing association based in Long Stratton, South Norfolk with over 6,700 homes in Norfolk, Suffolk and across East Anglia. With 200+ employees who are committed to providing quality homes and services to their tenants, offering affordable homes for those in housing need and specialist homes for older and vulnerable adults. Saffron wants to be known for Inspiring Community, Inspiring Trust and being an Inspiring Organisation. At the heart of their strategy is working side by side with their tenants and communities to improve homes and services.

    http://www.saffronhousing (opens in new tab)

    After this apprenticeship

    A position may be available for the right candidate following successful completion of the apprenticeship. The business is looking for somebody who wants to develop and gain a position following their apprenticeship.  Career progression within Saffron. 

    Ask a question

    The contact for this apprenticeship is:

    CITY COLLEGE NORWICH

    The reference code for this apprenticeship is VAC1000263925.

    Apply now

    Closes in 7 days (Wednesday 31 July)

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

    After signing in, you’ll apply for this apprenticeship on the company's website.