IT Technical Apprentice

Summary

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

Wage

£16,640 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Training course

Information communications technician (level 3)

Hours

Monday- Friday, 9.00am- 5.00pm.

40 hours a week

Start date

Monday 9 November 2026

Duration

1 year 4 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

You will be working within a team providing IT support, initially carrying out routine checks and assisting end users to log support tickets. You will quickly progress to providing IT support by phone and using remote support tools. This role will initially be 2 to 3 months with the majority of your time in the office in Hatfield and will then progress into working from home and some field-based working at clients sites.

An exceptional level of English and communication skills will be required for this role.

You will be supporting traditional Microsoft server-based systems as well as cloud solutions such as Microsoft 365, Azure and Amazon Web Services.

You will be joining a young dynamic company in a role which will be well mentored and will provide a variety of opportunities to learn. You must be flexible and be able to assist in several areas. This will include support, customer service and project work.

Reporting to the service lead, your duties will include:

• Install, support and service business customers
• Handle telephone calls and emails from clients and create support incidents as needed
• Carry out regular checks and processes
• Provide 1st line support to clients- via telephone, email and remote working
• Provide on-site support to clients
• Identify areas for improvement within support to improve service delivery to clients
• Strive to improve communication both internally and with clients
• Additional duties as deemed appropriate to the role and business need
• Part of this role includes the requirement to maintain excellent relations with the customer and other resolver groups, guiding and aiding effective incident resolutions
• As the first line of contact with customers, you must always maintain a professional and corporate image of the company 

Where you'll work

Hat Tech Business Centre
Beaconsfield Court
Beaconsfield Road
Hatfield
AL10 8FF

Training

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

Training provider

JBC SKILLS TRAINING 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

The classroom training for the Information Communications Technician comprises of 4 modules. The apprentice will attend the training in an online classroom with their designated JBC trainer.

The modules taught are:

• Network Fundamentals
• Mobility and Operating Systems
• Cloud Fundamentals
• IT Business Principles

Each module is delivered remotely over five consecutive days, with the training weeks scheduled at intervals throughout the apprenticeship.

More training information

• We are a government-approved apprenticeship training provider. We provide apprenticeships for a wide range of employers, large and small
• Some of your working hours will be spent training or studying with your appointed JBC Trainer/Mentor or your employer. Learning the skills you need to be successful in the role and complete the apprenticeship
• You will have a progress review with your trainer and line manager every three months, along with regular support sessions to help you develop your portfolio

Requirements

Essential qualifications

GCSE in:

• English (grade Grade A - C (4 or above))
• Maths (grade Grade A - C (4 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
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience
• Written English