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IT Support Technician Apprentice
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About the Role
You will support the delivery and maintenance of key IT services for our customers, including Microsoft 365, endpoint devices, networking, VOIP services, and data connections. This apprenticeship will develop you into a capable IT support professional combining a structured Level 3 training programme with hands-on experience.
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 first-line IT support to customers via ticketing systems, telephone, and email, taking ownership of incidents from logging through to resolution while maintaining a high level of customer service
- Provide day-to-day support across Microsoft 365 services and end-user systems (Outlook, Teams, SharePoint, OneDrive), including user account management, device support, and platform administration, carrying out configuration, troubleshooting, and issue resolution
- Supporting mobile device management (MDM) using IBM MaaS360 & Intune, including device enrolment, configuration, policy enforcement, and basic troubleshooting
- Assist with Windows Server environments, including Active Directory, Group Policy, and core server roles
- Support basic networking, including TCP/IP, DNS, LAN, WAN, and VPN connectivity, escalating more complex issues where required
- Assist with VOIP services and data connections, supporting setup, configuration, and fault resolution
- Support cybersecurity and managed service tools, including system monitoring, patching, backups, vulnerability management, and security alert handling
- Communicate clearly and professionally with customers at all technical levels, ensuring issues are understood, expectations are managed, and regular updates are provided throughout the lifecycle of a ticket
- Prioritise workload effectively to meet SLA targets, ensuring timely response and resolution in line with agreed service levels
- Maintain accurate and detailed ticket notes to support transparency, handovers, and audit requirements
- Maintaining accurate and up-to-date documentation in IT Glue, ensuring all asset information, configurations, and support records are correctly recorded, regularly reviewed, and kept consistent to support effective troubleshooting, service delivery, and knowledge sharing across the team
- Work closely with engineers and senior technical staff to resolve escalated and complex issues, providing relevant troubleshooting information and assisting with investigations
- Follow escalation processes appropriately, ensuring issues are handed over with clear context and supporting diagnostics to enable efficient resolution
Where you'll work
24 THE POINT BUSINESS PARK
ROCKINGHAM ROAD
MARKET HARBOROUGH
LE16 7QU
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
TECHNICAL PROFESSIONALS 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
- 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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During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Information Communication Technician standard.
The training covers the following core occupational duties:
Essential qualifications
- GCSE in:
- English (grade 4/C)
- Maths (grade 4/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
- Team working
- Proactive
- Strong time management
- Willingness to learn
- IT experience
- M365 and Windows OS
- Independent working
Other requirements
It is a requirement to have five GCSE 9-4 grades or equivalent (including English and maths) to apply for this type of apprenticeship. If you do not have these grades but have completed numeracy and literacy. Key Skills/Functional Skills at level two you may also apply for these apprenticeships
You must meet the following eligibility criteria to apply for the role:
- Have been a UK/EEA resident for the last 3 years
- Hold valid residency status
- Have the right to work in the UK
About this employer
At Welcomm Communications, we’re more than just a service provider. Our team is dedicated to supporting businesses, ensuring they have all the necessary tools to effectively communicate; we’re in the business of helping business connect to their customers. Their success is our success. This commitment is what truly brings a family feel to our business. We are immensely proud to be known for our award-winning customer service and operational support, having been recognised as O2’s Business Partner of the Year for six consecutive years—an unprecedented accomplishment and we are committed to continuing this excellent service for our customers.
Our core values drive everything we do:
- Trust (Integrity): We prioritise honesty, transparency, and ethical decision-making.
- Innovation: We embrace a growth mindset, excel in problem-solving, remove blockers, and seek new opportunities.
- People First: We value empathy, emotional intelligence, and prioritise building strong relationships.
- Collaboration: We foster inclusivity, strong communication, and work to break down silos.
https://welcomm.co.uk/ (opens in new tab)
Company benefits
- Employee recognition events, awards, and incentives
- Paid volunteering day
- Hybrid working (post induction)
- Healthcare cashback plan
- Retail and hospitality discounts
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Upon completion of the apprenticeship, the successful candidate will have a level 3 qualification as an ICT Support Technician.
Ask a question
The contact for this apprenticeship is:
TECHNICAL PROFESSIONALS LIMITED
The reference code for this apprenticeship is VAC2000044421.
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