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IT SUPPORT APPRENTICE
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First Line IT Support Apprentice
This is a first line IT support role delivered as a Level 3 apprenticeship. You will be based across Avanti's Bishop's Stortford schools, providing day-to-day IT support to staff and students while completing a structured training programme with Leep Talent.
What you'll do at work
- Act as the first point of contact for IT queries across your allocated schools, resolving day-to-day issues and escalating where needed
- Set up and configure devices, following Trust standards and standard operating procedures
- Keep your tickets up to date with clear, accurate notes on what you did and what the outcome was
- Maintain a job list so nothing is missed or left unresolved
- Log assets and update records in the IT asset management system
- Support project rollouts and wider IT team tasks as directed
- Move between schools in Bishop's Stortford on foot or by car, and visit other AST sites occasionally
What We Are Looking For
Technical skills can be learned on-the-job - that is the point of the apprenticeship. What cannot be taught is attitude. We are looking for someone who brings the right character to the role from day one.
- Self-motivation
- We are not looking for someone who needs chasing. You should arrive ready to work, take initiative, and find the next task without being told. If you need a pep talk to get going, this is not the right role. References must confirm your reliability, attendance record, and drive.
- Note-taking as a habit
- You will be learning a lot, quickly. We expect you to take notes during calls, site visits, and hands-on work. Your notebook or log is your memory. At the end of each week, you should be able to walk through what you did, what you learned, and what went wrong - with your notes to support that.
- Mobility
- The Bishop's Stortford schools are your primary base. You should be comfortable walking between local sites, or driving to any school within approximately 30 minutes. Occasional visits to other AST hubs are part of the role.
- Professionalism in a school
- You may be a familiar age to some of the students in the corridor. That does not change the standard expected. You are a member of staff - calm, focused, and consistent, regardless of who is in the room.
- No ego
- You will take direction from teachers, office managers, Principals, and colleagues at all levels. You should be able to receive constructive feedback, absorb it, and adjust - not get defensive or withdraw. Step-by-step problem solving, even when you feel confident, is a discipline we expect.
- Customer service
- You care about fixing people's problems, not just closing tickets. You communicate clearly with staff who may have limited IT knowledge, set realistic expectations, and follow through on what you said you would do.
- Genuine interest in technology
- We want to see that technology is not just a job to you. Whether that is a personal project, a course done in your own time, a hobby involving tech, or the way you apply it in your studies - show us that you think about this outside of work.
- Ethos and diet
- Avanti Schools Trust is a Hindu-inspired organisation. During school hours and on school premises, you must be vegetarian. This applies to any food or drink you bring onto or consume on school sites.
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Where you'll work
Newland Avenue
Bishop's Stortford
CM23 2BD
Training provider
LEEP TALENT LIMITED
Training course
Information communications technician (level 3)
Understanding apprenticeship levels (opens in new tab)
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
- Carries 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
As part of the Level 3 IT Support Apprenticeship Standard, you’ll be on a fast track to an industry recognised qualification and your dedicated industry coach will support you through a blended approach that will include remote, in person, 1-2-1 and group learning.
More training information
The programme runs for 17 months: 13 months of on-the-job learning with monthly workshops delivered by Leep Talent, followed by a 4-month End-Point Assessment (EPA).
Workshops cover helpdesk and customer support, troubleshooting and technical documentation, client and network architecture, IT maintenance, IT security, cloud and virtualisation, and EPA preparation. You will attend one workshop per month, a mix of two and three-day sessions, with a one-hour development review every eight weeks with your development coach, line manager, and yourself.
The EPA comprises a work-based project with questioning and a professional discussion supported by a portfolio of evidence, both assessed by an independent assessor from City and Guilds.
Essential qualifications
- GCSE in:
- English (grade 4/C and above)
- Maths (grade 4/C and 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
- Presentation skills
- Administrative skills
- Analytical skills
- Logical
- Team working
- Creative
- Initiative
- Non judgemental
Other requirements
- Ethos and diet;
- Avanti Schools Trust is a Hindu-inspired organisation. During school hours and on school premises, you must be vegetarian. This applies to any food or drink you bring onto or consume on school sites.
About this employer
Avanti Schools Trust is the sponsor of state-funded Hindu faith schools in the United Kingdom. The I-Foundation is a Hindu and ISKCON charity in England and Wales that is the religious authority governing schools run by the Avanti Schools Trust.
After this apprenticeship
- Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
- Potential for permanent employment after apprenticeship.
Ask a question
The contact for this apprenticeship is:
LEEP TALENT LIMITED
The reference code for this apprenticeship is VAC2000049820.
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