IT Support Apprentice

Are you passionate about technology and eager to kickstart your career in IT? John Finch Computers, a well-established IT support and services company, is offering an exciting opportunity for an IT Support Apprentice to join their friendly and experienced team.

About the Role

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

What You'll Do at Work:

• User Support & Troubleshooting: Provide technical assistance to staff and students for hardware, software, and network issues using phone, email, messaging, ticketing systems, and on-site visits to classrooms and offices.
• Account & Security Management: Perform tasks such as password resets, account setup, multi-factor authentication support, and enforcing IT security policies.
• Hardware & Software Maintenance: Install, configure, and upgrade computer components, peripherals, and software applications, including operating systems and productivity tools.
• Network Device Support: Assist with the configuration, monitoring, and troubleshooting of networked devices such as printers, interactive whiteboards, switches, routers, and firewalls.
• Documentation & Escalation: Record incidents and resolutions in ticketing systems, maintain an audit trail of IT issues, and escalate complex problems to second-line support or vendors when necessary.

Where You'll Work

Mortimer House
Holmer Road
Hereford
HR4 9TA

Training

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

Training provider
BALTIC TRAINING SERVICES LIMITED

Training course
Information communications technician (level 3)
[Understanding apprenticeship levels](opens in new tab)

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