IT Solutions Technician Apprenticeship

Type: Apprentice
Region: London

Location: London – Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements

What will I be doing???

As an apprentice, your 2-year, development programme will be made up of 8 Service Management placement rotation which will include Knowledge Management, Major Incident Management, Tooling and Config, Monitoring Management, Reporting, Change and Release Management, Business Improvement and Core Support Service. Our aim is to give you the skills and breadth of experience you need for your successful career. We also understand that everyone’s career is different, so every apprentice’s journey is unique. Here’s an idea of what yours could look like:

Placement 1 – Service Operations – 12 Months

Knowledge discovery, creation and sharing to facilitates IT professionals and the end-customer to view information as and when required.

Handling changes to the corporate IT infrastructure and operation.

practice focused on planning, coordinating, and controlling software releases, updates, and changes within an organisation’s IT infrastructure.

Respond to an unplanned event or service interruption and restore the service to its operational state.

Monitoring?and event management including identification and categorisation of monitoring requirements with resolver groups

Using PowerBI tools to create and manage dashboards for statis across Technology Service Operations

Learning the principles and techniques for the Continual Service Improvement?

Join project Development & Sprint teams to experience Agile Methodology and ways of working

Supporting the delivery of assigned service delivery outputs (e.g. demand, capacity, performance management, cost of services, processes, supplier and contract management etc) across the lifecycle of the contract, ensuring adherence to the agreed Service Level Agreements (SLAs) within the CSS contract.

Building relationships with both supplier and internal teams to deliver and improve the services delivered by the supplier.

Placement 2 – End User Computing – 3 months

Third Line Citrix Support where you work with a team to act as the final point of contact for complex technical issues, ensuring timely resolution and the minimisation of downtime.

Third Line Identify Management including setting up domains. keeping AD organized and healthy, properly managing Group Policy and Security Policy.

Packaging and Build Management working with the team on sequencing and packing applications. Working along the team on migration to Windows 11

Placement 3 – Transport Services – 3 Months

Support Asset Management Systems such as Maximo, Ellipse and Mobile applications

Responding to and resolving incidents across a range of LU, Surface and RFLI Asset Management Applications

Experience day to day activity within key transport control centres.

Placement 4 – Payments Service – 3 Months

Spend time with Assurance team visiting TfL stations.

Spend time with Bus teams visiting bus garage.

Learning London Cycle Hire system, including backoff.

Learning equipment used by TfL customers and staff.

Then you can select from the remaining areas to do a placement of 2-3 months:

SPM Team – Service Performance Management Team, Stakeholder Engagement

Understanding the requirements for supporting the transition of new and updated services, working closely with all relevant stakeholders to deliver supplier training and knowledge sharing sessions to help deliver a smooth service transition.

Join project Development & Sprint teams to experience Agile Methodology and ways of working.

There is flexibility for apprentices to tailor their scheme to their interests ensuring placements are taken within the Service Operations. We are aware that some apprentices start with, or develop during their placements, an interest to a technology area and we want to ensure you get the most from your apprenticeship with TfL.

We recommend the first placement be within the Service Operations. This will teach you the understanding of key Service Management areas.