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IT Support Engineer Apprenticeship
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IT Support Engineer Apprenticeship
Learn skills required to become a successful IT Support Engineer while gaining experience supporting users, troubleshooting technical issues, managing Microsoft 365, building devices, and assisting with servers, networks, and IT projects. The successful candidate will have a passion for IT and technology, and excellent communication skills.
What you'll do at work
- Provide remote and onsite IT support via phone, email, and ticketing system
- Keep customers informed with regular updates on their support requests
- Maintain excellent customer service and professional communication
- Troubleshoot common hardware, software, and connectivity issues
- Install, configure, and maintain Windows laptops and desktops along with MacOS devices and IOS
- Assist with Microsoft 365 user administration
- Support printers, scanners, and other office peripherals
- Support basic networking tasks, including Wi-Fi and connectivity troubleshooting
- Perform routine system checks and basic maintenance tasks
- Carry out cybersecurity tasks such as antivirus checks and device compliance
- Follow company security policies and data protection procedures
- Assist with IT projects under the guidance of senior engineers
- Document fixes, procedures, and troubleshooting steps in the knowledge base
- Participate in team meetings and contribute to continuous improvement initiatives
- Learn and develop technical skills through mentoring and training
- Demonstrate a willingness to learn new technologies and adapt to changing customer requirements
Where you'll work
ABBEY MANOR BUSINESS CENTRE
PRESTON ROAD
YEOVIL
SOMERSET
BA20 2EN
Training provider
YEOVIL COLLEGE
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
The apprenticeship training will be delivered through a combination of workplace learning and a day a week during term time of college training. This training will teach you the knowledge, skills, and behaviours set out in the Information communications technician standard. Upon completion, the apprentice will receive a level 3 qualification.
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More training information
There will be the opportunity for the successful applicant to undertake and complete additional Microsoft training and qualifications which will be covered by Gather Technology.
Essential qualifications
- GCSE in:
- English (grade 9 – 4 / A* - C)
- Maths (grade 9 – 4 / A* - C)
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
- Logical
- Team working
- Initiative
- Patience
Other requirements
- You MUST be prepared to commit to your work and training for the duration of the apprenticeship.
- In some cases, you may be required to have a telephone interview with Yeovil College prior to your application being passed on.
- If a suitable candidate is found prior to the advertised closing date, it may close earlier so please apply early to avoid disappointment.
About this employer
At Gather Technology, we exist to deliver exceptional IT services to ambitious businesses that depend on technology to achieve their goals. We offer IT Support, infrastructure projects, software development, and cyber security.
Since 2017, we've built our reputation by providing outstanding customer service, practical technical expertise, and long-term partnerships with our clients. Our growth has come almost entirely through customer referrals - something we're incredibly proud of.
Our head office is based in Yeovil, with additional offices in Aylesbury and London, supporting customers across the UK and beyond. Although this apprenticeship is based at our Yeovil headquarters, you'll be joining a company with a broad reach and opportunities to work alongside colleagues across all three locations.
Company benefits
- 22 Days annual leave + bank holidays (increases with service)
- Pension scheme
- Private health insurance
- Company bonus scheme
- Funded training and certifications
- Free parking
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Expectancy to move to a full-time position at Gather Technology.
Ask a question
The contact for this apprenticeship is:
YEOVIL COLLEGE
Jack Wright
jack@gather.tech
The reference code for this apprenticeship is VAC2000040000.
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