IT Technician Apprentice

Summary

Launch your IT support career with Concero! Earn while you learn, solve real-world technical issues and help schools use technology with confidence.

Please note: This role will be based across the following postcodes and you will need to be able to travel to all three sites - CT149SF, CT1 1XU, CT19 5QX.

Wage

£16,000 a year

Training course

Information communications technician (level 3)

Hours

37.5 hours per week, 8.00am - 4.00pm or 8.30am - 4.30pm.

37 hours 30 minutes a week

Start date

Tuesday 20 October 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

• Monitor your customer portfolio and respond to incidents logged by the customer or on behalf of the customer
• Management of problems to resolution for any network or equipment failures, including and not restricted to: software, hardware and infrastructure problems as defined by the SLA. This will include computers, servers, peripherals and cloud-based applications
• Ensure that all systems, change request forms, service calls and queries used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes
• Act as point of contact regarding all technical issues with manufactures, suppliers, ISP and external support organisations
• Manage day-to-day tasks, time and responsibilities to ensure that service levels are achieved, proactive maintenance and change implementation objectives are met
• Proactively seek out changes that will add value for the customer and ensure the service is delivered in the most efficient and dynamic way
• Identify and raise issues, escalate or resolve where required and offer solutions to queries providing a customer interface (using all means for communication tools) to ensure the best possible customer experience
• Maintain a professional and effective working relationship with customers and work colleagues at all levels and at all times

Where you'll work

Pilgrims Way
Canterbury
CT1 1XU

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, (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

Training schedule

QA’s Cloud Network Specialist Level 3 apprenticeship programme enables the apprentice to:

• Follow a cloud-first curriculum, covering on-premise and cloud-enabled networking
• Learn about core networking principles, including network addressing, cloud, virtualisation and security
• Understand the principles, hardware, protocols and services that form part of on-premise, cloud and hybrid network architectures
• Train with QA - the largest and leading provider for both Microsoft and AWS training
• Learn technical content that aligns to, and is relevant to, employers and the market
• Learn about DevOps methodologies and the fundamentals of databases and data migration

Tools and technologies learned: Learners will learn to use Microsoft Azure, AWS and Google Cloud.

More training information

Why choose our Cloud Network Specialist apprenticeship?

QA’s Cloud Network Specialist Level 3 Apprenticeship provides a solid foundation in installing network cabling and hardware. A Cloud Network Specialist’s role is both desk-based and involves visits to clients' premises to resolve issues. Apart from installing network cabling and hardware, they may also be required to assist in the deployment and management of cloud-based services.

Requirements

Essential qualifications

GCSE in:

• English (grade 3+ (D or above))
• Maths (grade 3+ (D or above))

Desirable qualifications

GCSE in:

• Any subjecr (grade 4+ (A-C))
• Any subject (grade 4+ (A-C))
• Any subject (grade 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
• Problem solving skills
• Administrative skills
• Analytical skills
• Team working
• Initiative
• Driving licence