IT Support Apprentice

Summary

Start Software develops specialist software used by organisations in the UK and internationally to manage environmental compliance. We are looking for an enthusiastic IT Support Apprentice who enjoys solving problems, learning new technology and helping people.

Wage

£15,600 a year

Training course

Information communications technician (level 3)

Hours

Monday to Friday. Shifts to be confirmed.

37 hours 30 minutes a week

Start date

Monday 2 November 2026

Duration

1 year 9 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

Key Responsibilities:

• Respond to customer queries by phone and email
• Log, manage and update support tickets
• Investigate and resolve common software issues
• Help customers use Alpha Tracker and related applications
• Escalate complex issues to senior colleagues
• Test software updates and new features
• Assist with software upgrades and installations
• Create and update support documentation
• Maintain accurate customer records
• Work with the Development and Project teams

Where you'll work

E Innovation Centre E Innovation Centre
Telford
TF2 9FT

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

METAGEDU APPRENTICESHIPS LTD

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

Training schedule

You will gain practical experience in:

• IT and application support
• Software troubleshooting
• Customer service
• Microsoft SQL Server and databases
• Cloud-hosted software
• Software testing
• Cyber security
• Business communication

Requirements

Essential qualifications

GCSE in:

• Maths (grade 4-9)
• English (grade 4-9)

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
• Problem solving skills
• Team working
• Analytical skills
• Logical
• Initiative

Other requirements

What We Offer

• A fully funded apprenticeship qualification
• Structured training and mentoring
• Hands-on experience and real responsibility
• A friendly and supportive working environment
• Opportunities to progress into a permanent IT Support role
• Exposure to software development, databases and cloud technology