Apprentice ICTS Support Engineer

WILLIAM HARE LIMITED

Lancashire (BL8 1JJ)

Closes on Thursday 31 December 2026

Posted on 12 October 2026

Summary

As an Apprentice ICTS Support Engineer, you will provide 1st Line IT Support, answer calls, diagnose hardware and software faults, log customer queries, escalate complex issues to Engineers, assist with hardware builds, install and deploy hardware and software, and support unified communications deployment.

Wage: £14,976 to £23,793.12, depending on your age

Training course: Information communications technician (level 3)

Hours: Based in our Bury office 4 days per week and 1 day per week from home. Monday - Thursday 8.30am - 5.00pm. Friday 8.30am - 1.30pm. 36 hours a week

Start date: Monday 4 January 2027

Duration: 1 year 6 months

Positions available: 1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

As a potential WHL ICTS Support Engineer, your list of tasks will include:

• Supply 1st Line Support for the IT Department.
• Take calls and be the initial contact for the IT department.
• Have knowledge of fault diagnosis on hardware and software.
• Be responsible for logging customer queries, escalating complex queries to Engineers.
• Assist in the build of hardware, install and deploy hardware and software, assist with the unified communications deployment.
• Take 1st Line Calls
• Fault diagnosis on hardware and software
• Communication both written and orally - relaying complex queries to seniors
• Build of hardware
• Installation of hardware and software
• Installation and deployment of the unified communications systems
• Be flexible, to work additional hours if required
• Be able to travel to visit other business premises
• Gradually be exposed to the other areas of IT within WHG

Where you'll work

Brandlesholme House
Brandlesholme Road
Bury
Lancashire
BL8 1JJ

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider: QA LIMITED

Training course: Information communications technician (level 3)

What you'll learn

• 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