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Apprentice IT Support Technician
We are looking for a motivated and tech-savvy individual to join our team as an Apprentice IT Support Technician. You will be the first contact point of a technical nature within the business. You will be able to perform technical activities to resolve customer issues or advise others, in their own or wider teams.
What you'll do at work
- Provide first-line technical support to internal users via phone, email, and in person
- Assist in diagnosing and resolving hardware, software, and network issues
- Set up, configure, and maintain IT equipment such as laptops, desktops, printers, and mobile devices
- Support users with basic IT tasks such as password resets, software installations, and user account management
- Document technical issues and resolutions accurately using our ticketing system
- Help maintain inventory records for IT equipment and software licenses
- Follow company IT policies, data protection, and cybersecurity best practices
- Support the IT team with ongoing projects and system upgrades
- Adhering to the systems and processes as stipulated by the Company
- Responding to customers’ requests and enquiries through Company approved communication and collaboration systems
- Working on Service & Project Ticket resolution activities to service level agreements while providing exemplary levels of customer service
- Reviewing appropriate operational procedures, documentation, and management guides with a view to business improvement and operational efficiency
- Tracking the latest IT security innovations and keeping abreast of the latest cybersecurity technologies
- May participate in the implementation of approved technical solutions
- To keep abreast of technical developments of operational & technical importance to the business and customers
- Provide technical support and assistance to end-users regarding Microsoft 365 and Azure
- Provide technical support and assistance to end-users regarding Windows Server, Windows 10/11 Client and Mac OSes, hardware, and network-related issues
- Troubleshoot and resolve technical problems in a timely manner
- Install, configure, and maintain computer systems and software
- Respond to help desk tickets and provide remote support to users
Where you'll work
Jordangate House
Jordangate
Macclesfield
SK10 1EQ
Training provider
VELOCITY 1ST LIMITED
Training course
Information communications technician (level 3)
What you'll learn
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
- 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
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Training schedule
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Your very own career expert that helps elevate your application to the next level.
Information Communications Technician Level 3.
Velocity apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.
More training information
Throughout the apprenticeship, learners receive coaching, help, and guidance from a dedicated team who are there to ensure they get the most from their programme.
Essential qualifications
- GCSE in:
- English (grade 4)
- Maths (grade 4)
- 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
- Analytical skills
- Team working
- Patience
Other requirements
The job will be hybrid working and in the office for 3 days a week (Tuesday, Wednesday and Thursday).
About this employer
Microsoft has recognised us as one of its partner advisors and we often share our views on product development during round-tables with them. With 20+ years under our belt, we usually know what we’re talking about! Based in South of Manchester, our team works remotely – connected, of course, by the latest tech! As a mix of commercially-minded techies, we help advise on the best approach to suit your individual business needs.
https://axon-it.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).
The role offers long-term security and the opportunity to progress into a permanent position.
Ask a question
The contact for this apprenticeship is:
VELOCITY 1ST LIMITED
Ivana Mohilova
ivana@velocity-academy.co.uk
The reference code for this apprenticeship is VAC2000041228.
Apply now
Closes in 29 days (Friday 7 August 2026 at 11:59pm)
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