IT Apprentice

The IT Apprentice provides first-line technical support across hardware, software, and networking systems while working toward a recognised IT qualification. This role offers hands-on experience in resolving technical incidents, maintaining network and backup systems, and undertaking technical development projects.

First-Line Technical Support

• Provide 1st line technical support as the primary point of contact for end user issues
• Respond to IT support requests via phone, email, ticketing systems, or in person
• Document resolution steps and maintain accurate records within the IT Knowledge Base

Network & Connectivity Support

• Troubleshoot network, Wi-Fi, VPN, and internet connectivity issues
• Assist with fundamental cabling, patch panel mapping, and switch port testing
• Support basic configuration and monitoring of local area network (LAN) devices and wireless access points

Systems & Infrastructure Maintenance

• Assist with backup checks and disaster recovery procedures to ensure data integrity and business continuity
• Build, image, configure, and deploy desktop PCs, laptops, mobile devices, and peripherals
• Manage user accounts, access permissions, and distribution lists across Active Directory
• Perform routine maintenance, including software updates, antivirus deployment, and system patches

Professional Development & Personal Projects

• Undertake personal projects and develop technical skills during quieter periods to expand core IT knowledge

Training

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

Training Provider

LUMINATE EDUCATION GROUP

Training Course

Information communications technician (level 3)

Understanding apprenticeship levels (opens in new tab)

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