IT Support Apprentice

About the Role

Focus is looking to continue its success by offering you an apprenticeship within our software support team. We develop software for the property sector, with over 40 years of experience in the marketplace. We will be looking for you to get involved in a wide range of different jobs, allowing you to show us the talent you have to offer.

Wage: £14,560 for your first year, then could increase depending on your age
Training course: Information communications technician (level 3)
Hours: Monday – Friday, 9:00am – 5:00pm. 35 hours a week
Start date: Monday 14 September 2026
Duration: 1 year 3 months
Positions available: 3

What you'll do at work

We have been working with apprentices since 2010, and our goal is to build your skill set and raise your confidence to a level where we can employ you at the end of the apprenticeship. Through this opportunity, we have found that every person who applies has a tremendous amount to offer, and our duty is to make sure we can unlock that talent within you.

From the start of the role, you will be part of the support team, helping our clients to use our software through telephone and email support. You will be shown how our CRM system works and how to raise support tickets. You will be taught how to connect remotely to our customers to view their PCs, and you will be trained on how to solve all types of queries. Every support job is unique, which makes the role fun and interesting, meaning no two days are ever the same. You will get experience working in a professional environment, providing you with invaluable skills for any role, even beyond working with Focus.

Duties you will get to learn and could be involved in include:

• Software support via telephone and email
• Software and database installations
• SQL queries and understanding of SQL Server
• Crystal report writing
• Problem-solving
• Software testing
• Demos and webinars
• Time ups and software customisations
• Azure server management

As you progress through the apprenticeship, your role will evolve, and you will have the opportunity to expand into further areas of the business.

Where you'll work

Belmont House
Bayswater Farm Road
Headington
Headington
OX3 8BX

Training

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

Training provider
ABINGDON AND WITNEY COLLEGE

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