Apprentice Support Technician

We are seeking a dedicated individual to fulfil the role of Apprentice ICT Support Technician for our Business Development Digital Team. The post-holder will work as a valued member of the Business Development Digital Team based at Newfield House, Blackpool. They will work alongside other experienced team members as part of a wider corporate support business unit. Much of your time will be spent on site at Newfield House in Blackpool. However, there is an expectation that you will travel to our various operational sites to engage with and support operational staff delivering services, as required. Those sites are currently spread across Lancashire and South Yorkshire. There is also the ability to work from home when suitable for the organisation. Working hours will largely be typical office hours; however, there may be occasions where you would need to work outside of those times to support operational teams or to minimise operational disruption.

Note: This post is required to undertake the Digital Applications Technician apprenticeship. You will be expected to complete work towards this apprenticeship standard within your working week, and you will be given time to attend learning sessions as part of your employment.

Responsibilities

• Support business units with Information and Communication Technology hardware. This will involve understanding business needs to design and install hardware configurations for the deployment of new services and the upgrade or replenishment of existing services hardware.
• Problem solving hardware issues to understand the root cause of issues. Then using this knowledge to devise and implement appropriate solutions or to liaise with ICT partners to get further support.
• Maintain strong links with business unit leads to support with the ongoing use of the organisational wide asset registers for relevant hardware assets and software licenses.
• Track, order and update relevant ICT stock assets to support the swift resolution of hardware issues.
• Communicate about problem equipment with ICT colleagues for replacement of warrantied kit or for recycling of end-of-life equipment.
• When applicable, map new business requirements or hardware and license requirements to support the design and implementation of ICT solutions.
• Speedily and accurately resolve issues within scope, or raise, monitor and chase out of scope issues with ICT partners or suppliers.
• Maintain a focus on ICT-related Health and Safety and Fire Safety, including good wire management and appropriate deployment of ICT kit.
• Work on your own initiative to coordinate your diary to support the needs of the business units you service.
• Be reactive and able to triage and prioritise issues while maintaining a schedule of support and maintenance.
• Build a level of operational knowledge across the organisation to support meaningful conversations regarding future digital business decisions.
• Work closely with the Quality & Risk team to ensure compliance with information governance policies, for example Privacy by Design.
• Identify and report ICT-related incidents and escalate matters to risk registers.
• Identify opportunities for improvement. Support the sharing of good IT practice across departments and business units.
• Demonstrate a willingness to learn and expand knowledge across all aspects of the job role.

Our Values and Environment

Our ethos as FCMS is a social enterprise health and wellbeing services provider, focused on patients and callers. We offer NHS Pension, Cycle to Work Scheme, Career Development Opportunities, Attendance Bonus, Staff Benefit Scheme, Free Tea & Coffee, Eye Care Contributions, and a supportive team environment. We are a Disability Confident Employer and value inclusive recruitment practices.

Person Specification

Experience — Essential:

• Experience of working within a busy office environment.
• Experience of working with Microsoft Office IT systems.
• Ability to demonstrate effective partnership/team working.
• Experience of handling and managing IT-related hardware and software issues.

Experience — Desirable:

• Experience of scoping, configuring and deploying new software solutions.
• Experience of setting up PC hardware for different user needs.
• Understanding of PC components and experience of building PC hardware.

Personal Qualities — Essential:

• Good communication skills to support the communication of complex information and administrative matters, requiring developed interpersonal, oral and written skills.
• Demonstrate professional integrity, civility and respect within the workplace.
• Ability to work on own initiative and organise own workload with minimal supervision, working to tight and often shifting timescales.
• Strong work ethic supported by a good sense of humour.

Qualifications — Essential:

• Educated to GCSE/O Level standard including English Language and Mathematics or equivalent.
• A Levels or equivalent industry experience.

Qualifications — Desirable:

• Formal ICT qualification.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK, with the requirement to provide relevant documentation as evidence. Driver checks may apply where relevant.