ICT Apprentice Support Technician (FTC) Job descriptionICT Apprentice Support Technician (FTC)
37 Hours Per Week (Monday – Friday)
Fixed Term Contract (18-24 Months)
Rate of Pay: National Minimum Wage
Location: Nottinghamshire Fire & Rescue Service Joint Headquarters, Sherwood Lodge, Arnold, Nottingham. Are you passionate about technology and eager to develop your skills in IT? Do you want to help us keep our local community safe? Yes? This opportunity will be perfect for you!
Nottinghamshire Fire and Rescue Service (NFRS) are looking for a passionate and motivated individual to join us as our next ICT Service Desk Apprentice. The role offers a unique opportunity to gain hands-on experience in providing high quality customer focused ICT support. Joining our dedicated team, you will learn to manage and maintain a variety of ICT systems and equipment. As an ICT Apprentice your development will be our priority, joining a dedicated apprenticeship course will give you the skills to set you up for the future.
You might be leaving education, wanting to kickstart your career in ICT or looking for a new challenge, we welcome applicants from all backgrounds. Interested? Apply below!
Key Responsibilities Experience first and second-line support as part of the ICT Service Desk Team, ensuring high levels of service and support.
Participate in the incident, service request, and knowledge management practices within the Service Desk function, learning and using appropriate ITSM tools.
Escalate complex issues to the ICT Service Desk Manager, relevant colleagues, and/or third and fourth line support where appropriate, while gaining experience of maintaining ownership and communication.
Develop experience of maintaining detailed and accurate documentation of NFRS ICT assets, configurations, incidents, problems, changes, known errors, and workarounds, ensuring adherence to industry standard procedures.
Assist in ensuring agreed SLAs and KPIs are met, to maintain service quality and compliance with industry best practice. Helping identify and plan service improvement initiatives where appropriate.
Triage, troubleshoot and resolve service requests and issues, and document and process changes related to ICT systems and software, including multi-function devices and specialised ICT equipment.
To assist with the installation, configuration, and maintenance of ICT systems and software to ensure resilience and service continuity. Including regular patching, upgrades, backups and documentation reviews.
To gain experience of management and administration of user accounts, privileges and access rights in accordance with NFRS policy and industry best practice. Including supporting onboarding/offboarding processes, account setup and equipment provisioning.
Facilitate the distribution and relocation of ICT systems and services across all NFRS and Joint Service locations.
To gain experience in the monitoring and maintenance of the performance, security, and integrity of systems and software. Perform regular maintenance, upgrades, and configuration audits. Troubleshoot issues and outages, ensuring minimal disruption. Monitor alerts and respond to outages or performance issues.
To gain experience in ensuring adherence to security best practices across systems and software in conjunction with the ICT Security Manager.
Provision of administrative support, such as processing invoices, receiving goods and creating training materials.
Contribute to the continuous improvement of service desk processes and knowledge base.
Support ICT service continuity and participate in disaster recovery planning and testing.
Through training and professional development in ITIL, ensure adherence to ITIL principles, including a focus on value, collaboration, and continual improvement.
Work collaboratively to ensure that all ICT Department projects are delivered in-line with their agreed business case and budget.
Experience/Qualification Knowledge of a broad range of IT hardware and software.
Knowledge of M365, Windows desktop and server operating systems.
Good general education. Good GCSE grades in English language and Mathematics or equivalent.
Educated in Computer Science, IT or equivalent. Why NFRS? Agile Working – NFRS has an Agile Working Policy which gives our employees the opportunity to mix office working with working from home to help provide you with more flexibility.
Flexibility – We are family friendly and are open to considering different working patterns which help you provide a better service to our community while supporting your home life. We also support part time working.
Annual Leave – 23 days of annual leave with an extra three concessionary days, a Christmas concessionary day and bank holidays.
Pension – Access to a public service defined benefit pension scheme.
Health and Wellbeing - As a Service we provide a wide range of Health and Wellbeing support to all our employees which includes access to a Health cashback scheme, an Employee Assistance Programme and a dedicated Occupational Health team who are there to support you. Also, all employees receive free access to an on-site gym.
Blue Light Card – working for an emergency service you will have the ability to apply for a Blue Light Card which enables discounts on shopping and eating out.
Development – This position is an apprenticeship meaning your work will be supported by an apprenticeship course where you can develop your skills. As part of this you will be given time away from work to focus on your studies as well as on the job training to apply your knowledge to your role. You will also have access to both formal and informal professional development opportunities which will help you advance your career.
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