ICT Apprentice

We are looking for an enthusiastic and motivated Apprentice Information Communications Technician (Level 3) to join our growing technical support team. This role is ideal for someone passionate about technology and keen to develop a career in IT support, cloud technologies, and Microsoft 365 environments.

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

As the first point of contact for our customers, you will provide technical assistance via telephone, email, and live chat while developing the skills required to support cloud-based systems, networking, operating systems, and modern workplace technologies. You will work towards the Level 3 Apprentice Information Communications Technician, gaining industry-recognised skills and certifications alongside practical workplace experience.

Key Responsibilities

• Provide first-line technical support via phone, email, and live chat.
• Log, update, and manage support tickets within the service desk platform.
• Troubleshoot common IT issues relating to hardware, software, cloud services, and networking.
• Escalate incidents and service requests to senior engineers where required.
• Assist with device setup, configuration, and maintenance.
• Support Microsoft 365 applications and user account administration.
• Monitor customer systems and respond to alerts generated by monitoring tools.
• Maintain accurate technical documentation and knowledge base articles.
• Communicate technical information clearly to non-technical users.
• Follow service desk processes, procedures, and security policies.
• Participate in apprenticeship training and complete all required coursework and assessments.

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

Course Contents

• 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