IT Support Apprentice

West Kent Housing Association

Kent (TN13 1AX)

Closes in 27 days (Tuesday 3 November 2026)

Posted on 6 October 2026

Summary

As a member of the Technology Support Team, you will proactively deliver Service Desk and support services that help West Kent provide excellent customer service, while developing practical experience in infrastructure, systems, and modern ways of working.

Wage
£15,642 a year

Hours
37 hours 30 minutes a week

Start date
Tuesday 10 November 2026

Duration
1 year 5 months

Positions available
1

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

• Provide excellent customer service by responding to and resolving service desk incidents, requests, and queries within agreed service levels, keeping users and the Service Desk system updated, and liaising with third parties where required.
• Support the monitoring, maintenance, and administration of secure on-premise and cloud infrastructure, escalating performance, security, and availability issues where required.
• Work with business users to understand department-specific issues and support users to make effective use of IT systems, Microsoft 365, and modern productivity tools, including Generative AI, by providing clear guidance that helps teams work smarter and adopt new ways of working.
• Support IT projects and change activities by completing technical and administrative tasks, including configuration, testing, implementation, documentation, and user guidance.
• Maintain accurate hardware, software, configuration, and infrastructure records to support asset management, configuration management, business continuity, and knowledge sharing.
• Support good data management by helping to improve the confidentiality, integrity, accuracy, and availability of information across IT systems.
• Assist with the set-up, use, and support of IT hardware and devices, including laptops, terminals, audio-visual equipment, telephones, mobile devices, and Android devices.

Where you'll work

101 London Road
Sevenoaks
Kent TN13 1AX

Training

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

Training provider
QA 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
• 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, 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