IT Support Technician Apprentice

WFS Patron; Cambourne; On-site; GBP 8,000 - 12,000; Full time

Job summary

Cambridgeshire Fire and Rescue Service is recruiting an IT Support Technician Apprentice to join the ICT Shared Service team. You will gain hands-on experience supporting colleagues across Cambridgeshire and Bedfordshire, while working toward a Level 3 Information Communications Technician qualification.

The role covers customer service, technical troubleshooting, hardware installation and IT administration, with training delivered remotely and in workplace learning.

Qualifications

• Experience in customer service or user support preferred.
• Willingness to learn IT practices and standards.
• Able to work across multiple sites with travel as required.

Responsibilities

• Act as first point of contact for ICT incidents and service requests.
• Assist with installation, configuration and deployment of IT equipment.
• Log, manage and prioritise support requests per SLAs.
• Escalate issues to specialist ICT teams when needed.
• Support IT asset management and documentation.

Skills

IT support

Customer service

Troubleshooting

SLA management

Communication

Education

Level 3 Information Communications Technician

Tools

Windows OS

AD/ITSM tools

Remote support tools

Job description

About the Role

Are you passionate about technology and looking to start a career in IT? Cambridgeshire Fire and Rescue Service is offering an exciting opportunity to join our ICT Shared Service team as an IT Support Technician Apprentice.

This apprenticeship provides hands- on experience supporting colleagues across both Cambridgeshire and Bedfordshire Fire and Rescue Services. Working alongside experienced IT professionals, you will develop the knowledge, skills and practical experience needed to deliver excellent technical support while working towards a nationally recognised Level 3 Information Communications Technician qualification.

This is a varied role that combines customer service, technical troubleshooting, hardware installation and IT administration, providing a strong foundation for a future career in technology.

What you’ll be doing

• Act as the first point of contact for ICT incidents and service requests.
• Provide excellent customer service and support to users across both fire and rescue services.
• Log, manage and prioritise support requests in line with Service Level Agreements (SLAs).
• Escalate incidents and requests to specialist ICT teams and external support providers where required.
• Assist with the installation, configuration and deployment of IT equipment, including Laptops, Mobile phones, Tablets, Alerters and associated devices.
• Maintain accurate records of software, hardware and ICT assets.
• Support the team in maintaining compliance with ITIL and ISO 27001 standards.
• Assist with routine ICT administration and documentation.
• Learn how to diagnose and resolve technical issues both remotely and face-to-face.
• Travel to fire service sites across Cambridgeshire and Bedfordshire, as required.
• Promote equality, diversity, inclusion and safe working practices in everything you do.

What you’ll learn

During your apprenticeship, you’ll complete the Level 3 Information Communications Technician standard with LearnTech (Technical Professionals Limited).

You will gain experience in:

• IT support and troubleshooting
• Customer service and stakeholder management
• Hardware and software installation
• Network and systems maintenance
• Cyber security and information governance
• Asset management and documentation
• Service desk operations
• Basic scripting and automation
• Remote and face-to-face technical support
• Working within professional IT service management frameworks

Training is delivered through a combination of:

• Remote classroom sessions
• Workplace learning and assessment
• Online learning resources