IT Support Engineer Apprentice

Summary

The apprenticeship placement will give you the opportunity to work as part of the Cloud Support Team to provide industry-leading IT support and guidance to our clients. Initially this role will work one day per week from home and four days in the office, progressing to two days from home, and three in the office.

Wage

£22,000 a year

Training course

Information communications technician (level 3)

Hours

35h week, Hybrid working (up to two days from home). Hours TBC.

16 hours a week

Start date

Monday 26 October 2026

Duration

1 year 4 months

Positions available

2

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 are an IT apprentice with a good grasp of IT fundamentals.  You're a geek at heart, love to play around with the latest technologies and are a self-starter with a real passion for learning everything there is to know about IT. You get a buzz from solving problems in a busy environment, and you understand the importance of excellent client service. You believe the world can be a better place through the effective use of IT and want to help make that happen. 

You demonstrate a strong work ethic when it comes to managing issues for clients, with a keenness to learn and develop your skills. You are eager to engage in training so you can develop core skills for your future career in IT, as well as engaging in regular discussions with your manager and team to support your growth and success.

This is a broad role requiring a technical and analytical mind, for working with complex services. The role also requires excellent communication skills, for liaising with clients to clearly deliver technical information in easy to understand, plain English. We have robust internal training and mentorship programmes which are key to the growing team’s success, and you will be guided by experienced IT professionals. There’s no limit on your growth here – the more you put in, the more you’ll get to explore, learn, and master in the world of cutting-edge IT.

WHAT YOU WILL LEARN & DO DURING YOUR APPRENTICESHIP WITH US: 

• Become an SME in the Microsoft 365 and Office Suite.
• Provide first line analysis of all IT issues and ensure that SLAs are met.
• Answer telephone and email queries, and update requests.
• Keep customers informed of the status and progress of tasks and update tickets.
• Ensure the customer is satisfied with the resolution by placing a confirmation call.
• Assist with Windows and MAC hardware installations and configurations.
• Work alongside other engineers to deliver top tier technical support, ensuring all steps and information is logged in our ITSM solution.
• Perform administrative tasks such as user account creation.
• Attend team and customer incident meetings and conference calls.
• Complete other service-related tasks as required by your manager.
• Aid the service by creating and maintaining documentation such as technical fixes and quick reference guides.
• Attend all learning events and complete all apprenticeship assignments to a good standard, and on-time.  

ESSENTIAL SKILLS / EXPERIENCE / PERSON SPECIFICATION: 

• Excellent verbal and written communication & interpersonal skills.
• Good general IT skills and a keen interest in technology.
• Able to work under pressure and respond to tight deadlines whilst prioritising workload.
• Reliable, disciplined, and team spirited, with the ability to work independently. 
• Positive, enthusiastic, committed, and flexible attitude towards work, team members, and customers.
• Passion for delivering excellent customer service.
• Driven by growth, eager to learn, and ready to elevate your IT skills and expertise.  

DESIRABLE SKILLS & EXPERIENCE 

• Knowledge of IT systems and equipment (which could be acquired through personal interests/hobbies).
• Working knowledge of Office 365, Outlook, OneDrive and Teams.
• IT/Technical Qualifications or Certificates. 

Where you'll work

SUITE 29. 7TH FLOOR
63- 66 HATTON GARDEN
LONDON
EC1N 8LE

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

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

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))
• IT (grade Grade C (4) or above)
• Maths (grade Grade 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
• Knowledge of IT systems
• Knowledge of IT equipment
• Working knowledge of MS365
• Working knowledge of onedrive
• Working knowledge of Outlook
• Working knowledge of MSTeams
• IT Technical qualifications