IT Apprentice

Summary

To act as the first point of IT support contact for customers. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set Company Service Level Agreements. 

Wage

£17,000 a year

Training course

Information communications technician (level 3)

Hours

Monday to Friday 9.00am - 5.00pm.

35 hours a week

Start date

Wednesday 7 October 2026

Duration

1 year 5 months

Positions available

4

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

• Provide a professional and personal first point of contact to all customers
• Provide proactive first line IT Support to all customers
• Ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask
• Proactively contact and chase customers until a resolution has been achieved or the issue is escalated
• Deliver exceptional Customer Service striving to achieve first time resolution
• Escalate relevant and more complex work to the more experienced Service Desk Technicians after initial assessment and within a relevant timescale
• Proactively manage all personal workloads, ensuring all tickets are worked within the set Service Level Agreements
• Achieve the set Service Desk KPIs and Service Level Agreements
• Adhere to all Service Desk technical processes and guidelines as well as company processes and standards as per the handbook
• Undertake maintenance tasks for monitored systems
• Prepare customer hardware or software ready for project delivery
• Ensure the Autotask system is fully updated with all activity, including notes, to-dos, and knowledge bank information

Where you'll work

3RD FLOOR HANOVER HOUSE
32 CHARLOTTE STREET
MANCHESTER
M1 4FD

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

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

Why choose our AWS Cloud Support Specialist Level 3 programme? 

The AWS Cloud Support Specialist apprenticeship allows you to recruit fresh cloud talent or upskill your existing workforce to become work-ready first-line IT support, specialising in AWS and cloud management. An AWS Cloud Support Specialist’s role is desk-based and revolves around system user queries and resolving faults in a helpdesk environment. AWS Cloud Support Specialists are expected to rectify or escalate faults swiftly, to mitigate internal and external impact. 

The AWS Cloud Support Specialist Level 3 apprenticeship enables the apprentice to: 

• Understand how to carry out a methodical approach to problem-solving 
• Become aware of the key organisational, cultural and health and safety considerations required by AWS Cloud Support Specialists 
• Comprehend core networking principles, including network addressing, Cloud, Virtualisation and Security
• Gain a fundamental understanding of operating system concepts in cloud-based environments 
• Grasp the concept of cloud-enabled systems, secure integration, disaster recovery, principles of test plans and automation tools 

Tools and technologies learned: Learners will learn to use AWS.

Requirements

Desirable qualifications

GCSE in:

• 3 GCSEs (or equivalent) in any subject (grade 4+ (A-C))
• Maths and English (or equivalents) (grade 3+ (D or 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
• Organisation skills
• Customer care skills
• Team working