IT Support Apprentice

Summary

In this role, you will be responsible for maintaining and supporting our IT systems, hardware, and applications, providing technical support to ensure seamless functionality across all supported systems

Wage

£15,600 a year

Training course

Information communications technician (level 3)

Hours

Monday to Friday 9am to 5pm.

37 hours 30 minutes a week

Start date

Saturday 18 July 2026

Duration

1 year 6 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 AND ACCOUNTABILITIES

• Provision of quality 1st line technical support to internal and external users
• Endpoint device builds (Laptop builds/configuration)
• Ensuring the user & hardware asset register is up to date
• Accurate recording of issues and resolutions into our helpdesk system
• Managing your own workload and time
• Occasional travel with colleagues to our offices across the UK
• Executing live changes to data and software in a controlled and authorised manner via approved change management procedures
• Suggesting technical and process improvements to colleagues and managers and implementing them as directed
• Mentoring and guidance to internal and external users on technical and/or business knowledge
• Working with and establishing relationships with third-party service providers to ensure full end-to-end service provision
• Take responsibility and ownership of incidents and requests, and escalate where required to senior technical colleagues or 3rd party IT partners
• Demonstrable documentation skills (reports, policies, procedures, workflows) as required
• Company pension scheme
• Death in service
• 25 days of annual leave
• Flexible benefits
• Enhanced family-friendly policies
• Cycle to work scheme

JOB REQUIREMENTS

• Familiarity with operating systems (Microsoft, iOS and Android)
• Basic knowledge of cloud platforms (Microsoft Azure/Office 365)
• Awareness of security practices and protocols
• Willingness to collaborate and adapt in a team-oriented environment
• Good customer service skills
• Work towards obtaining a full driving license
• Fault-finding and troubleshooting skills
• Logical and thorough in approach to incidents and requests
• Work towards completing and passing the required Microsoft certifications in line with the requirements of the apprenticeship scheme
• Familiarity with Microsoft Office Applications
• Laptop builds and configuration
• Familiarity with tablet and mobile device configuration

DESIRABLE SKILLS/EXPERIENCE

• Education: Wanting to pursue an IT apprenticeship
• Technical Skills: Basic understanding of computer hardware, software, and networking principles
• Interest in IT and Security: Genuine interest in IT, cloud technologies, and cybersecurity
• Problem-Solving Abilities: A logical approach to troubleshooting and an eagerness to learn from challenges
• Communication Skills: Clear and professional communication skills, both written and verbal

PERSONAL PROFILE

• Show awareness of how businesses are impacted by their IT and prioritise work accordingly
• Work well under pressure and go the extra mile to provide excellent customer service
• Show an organised, proactive and analytical approach to all work
• Motivated to learn and develop within the company
• Adaptive and a positive attitude to challenges and change
• Demonstrate strong communication skills and ability to empathise with user’s issues and build strong, professional relationships
• Deal positively with ambiguity and complexity, working through challenges positively to reach a solution
• Take ownership of issues and show initiative in solving them
• Work effectively and efficiently with the IT team and third parties
• Proven and relevant working experience in a busy, user-focused organisation
• Excellent communication skills for dealing with diverse colleagues
• Self-driven, results-oriented with a positive outlook, initiative, and leadership ability
• Travel to remote sites as required

Where you'll work

8 Camberwell Way
Doxford International Business Park
Sunderland
SR3 3XN

Training

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

Training provider

LEEP TALENT 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

• An apprenticeship includes regular training with a college or other training organisation
• At least 20% of your working hours will be spent training or studying
• Information Communication Technician Level 3 apprenticeship standard
• You will also receive full training and support from the Just IT Apprenticeship team to increase your skills
• Your training will include gaining a Level 3 Information Communication qualification

Requirements

Essential qualifications

GCSE in:

• English (grade Grade C/4 +)
• Maths (grade Grade C/4 +)

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
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Non judgemental
• Patience