ICT Support Technician Apprentice

As an ICT Support Technician Apprentice within The Heart of Mercia Multi-Academy Trust, your mission is to support staff and students with ICT issues whilst developing your practical skills through a Level 3 ICT apprenticeship.

Wage:

• £15,600 for your first year, then could increase depending on your age
• National Minimum Wage rate for apprentices
• £15,600 - £19,500
• Dependent on experience

Training course: Information communications technician (level 3)

Hours: Monday- Friday 8am- 4pm, 37 hours 30 minutes a week

Start date: Monday 19 October 2026

Duration: 1 year 6 months

Positions available: 1

What you'll do at work:

• Provide first-line IT support to staff and students across the Trust.
• Log, prioritise and update support requests through the IT helpdesk.
• Assist with diagnosing and resolving hardware, software and network issues.
• Support user accounts, passwords, devices, printers and classroom technology.
• Gain hands-on experience working alongside experienced IT professionals.
• Develop technical and workplace skills through the Level 3 Information Communications Technician apprenticeship delivered by TDM.

Where you'll work:

Ledbury Road
Ross-On-Wye
HR9 7ET

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

Training provider: THE DEVELOPMENT MANAGER LTD

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.
• 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.