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IT Helpdesk Engineer Apprentice
AMTICO INTERNATIONAL LIMITED
Location: Warwickshire (CV6 5AA)
Closing date: Friday 9 October 2026 at 11:59pm
Posted on: 11 September 2026
Summary
To provide first-line IT support to users across the organisation, while developing the technical knowledge, customer service skills, and practical experience required for a career in IT support.
Wage: £20,000 a year
Training course: Information communications technician (level 3)
Hours: 8.30am to 4.45pm, Monday to Friday. (45 minutes for lunch)
Duration: 1 year 4 months
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
The role will support the IT Helpdesk team with hardware, software, user access, equipment preparation, asset administration, and routine IT service desk activities. The apprentice will work under the guidance of experienced IT colleagues, escalating more complex issues where required and gaining exposure to IT infrastructure, security systems, business applications, and project work.
Key Responsibilities:
- Log, update, and assist with resolving IT Service desk tickets within the ticketing system.
- Provide first-line support for common hardware, software, printer, application, and user access issues.
- Escalate more complex technical issues to IT Helpdesk Engineers, infrastructure colleagues, or third-party support providers where appropriate.
- Assist with preparing, configuring, and distributing IT equipment such as laptops, desktops, mobile devices, monitors, and peripherals.
- Help maintain the IT asset register by recording equipment allocations, returns, changes, and updates.
- Support the IT starters, movers, and leavers process under guidance.
- Assist with basic user account administration, including password resets and access request processing, following approved procedures.
- Support routine checks for security, operating system updates, and device compliance.
- Support the administration of Microsoft 365 and other business applications under supervision.
- Assist with SIP phone, mobile phone, and communication system support.
- Help with IT procurement administration, including gathering information, tracking requests, and updating records.
- Support IT project activities where appropriate, including equipment rollout, testing, documentation, and user support.
- Maintain clear notes and documentation for completed work, troubleshooting steps, and recurring issues.
- Follow IT processes, security procedures, and data protection requirements.
Relevant Experience:
- Demonstrable interest in IT and technology, whether through education, personal projects, or work experience.
- Experience using Microsoft Windows and common business applications.
- Any exposure to troubleshooting IT equipment, software, or mobile devices would be advantageous but is not essential.
Dimensions:
- Supporting all European, MENA & APAC IT Users
- Communicating with third party service providers
- Regular Travel between UK sites (Midlands)
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Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider: JBC SKILLS TRAINING 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
- 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
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Training schedule
The classroom training for the Information Communications Technician comprises of 4 modules. The apprentice will attend the training in an online classroom with their designated JBC trainer. The modules taught are:
- Network Fundamentals
- Mobility and Operating Systems
- Cloud Fundamentals
- IT Business Principles
Each module is delivered remotely over five consecutive days, with the training weeks scheduled at intervals throughout the apprenticeship.
More training information
We are a government approved apprenticeship training provider. We provide apprenticeships for a wide range of employers, large and small.
Some of your working hours will be spent training or studying with your appointed JBC Trainer/Mentor or your employer, learning the skills you need to be successful in the role and complete the apprenticeship.
You will have a progress review with your trainer and line manager every three months, along with regular support sessions to help you develop your portfolio.
Requirements
Essential qualifications
- GCSE in: English (grade Grade A - C (4 or above))
- IT (grade Grade A - C (4 or above))
- Maths (grade Grade A - C (4 or above))
Desirable qualifications
- A Level in: IT (grade Grade A - C (4 or above))
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
- Physical fitness
- Willingness to learn
- Helpful attitude
- Professional
Other requirements
This role will require you to attend numerous sites across the midlands.
About this employer
Effortlessly transform your home with our diverse selection of luxury vinyl flooring. With functionality for everyday life and an extensive range of patterns and colours, Amtico has vinyl flooring to suit every interior. Our luxury vinyl tiles are created with our British manufacturing expertise: ensuring heritage, quality and unrivalled craftsmanship for floors that truly last.
https://www.amtico.com/ (opens in new tab)
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab). A fulltime opportunity may be offered after the successful completion of the apprenticeship.
Ask a question
The contact for this apprenticeship is: JBC SKILLS TRAINING LIMITED
The reference code for this apprenticeship is VAC2000052118.
Apply now
Closes in 8 days (Friday 9 October 2026 at 11:59pm)
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