IT Support Apprentice (Optionbox)

Summary

Earn while you learn as an IT Support Apprentice with a fast-growing Managed Service Provider in Morley, Leeds. 

Wage

£15,600 a year

Training course

Information communications technician (level 3)

Hours

Monday-Friday, 09:00 - 17:00.

37 hours 30 minutes a week

Start date

Monday 20 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

You'll work alongside experienced engineers on real client work from day one, building hands-on IT skills while studying towards a nationally recognised Level 3 ICT qualification — with a genuine permanent role on offer at the end.

As an IT Support Apprentice, you'll earn while you learn. You'll spend most of your time working alongside our experienced engineers, building real-world IT skills with genuine clients — not just classroom exercises. Alongside the day job, you'll work towards a nationally recognised Level 3 qualification in IT.

This is a real job with real responsibility from the outset, in a friendly team where your contribution genuinely matters. You don't need to know everything already — you need the enthusiasm to learn and a willingness to get stuck in.

Duties and Responsibilities

• Answering support calls and emails, and logging tickets in our helpdesk system
• Helping diagnose and resolve IT problems for clients — everything from password resets to network faults
• Accompanying engineers on client site visits to learn hands-on installation and troubleshooting
• Setting up new laptops, PCs, printers and user accounts for clients
• Supporting the team with Microsoft 365 queries (Teams, Outlook, SharePoint and OneDrive)
• Learning to use professional IT tools, including remote monitoring and support platforms
• Keeping records and documentation up to date
• Helping clients feel confident and supported — customer service matters just as much as technical skill

Where you'll work

Topcliffe Mill
Topcliffe Lane, Morley
Leeds
LS27 0HL

Training

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

Training provider

FIREBRAND 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

Firebrand’s sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation. Options include pathways for Support Technician, Network Technician and Digital Communications Technician.

Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors.

Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship:

• Microsoft Certified Azure Fundamentals (AZ-900)
• CompTIA IT Fundamentals+
• Certiport IT Specialist Networking
• Microsoft Certified Azure Administrator Associate (AZ-104)

Key areas covered are: 

• Support Technician 
• Maintenance or repair of systems faults

Support for the roll-out of installation and commission of new systems or upgrades.

Requirements

Essential qualifications

GCSE in:

GCSEs including English and maths (grade A*-C/9-4 or equivalent)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• Problem solving skills
• Enthusiastic
• Keen to learn
• Organised and reliable
• Positive can-do attitude
• Punctual and trustworthy
• Take on new challenges

Other requirements

Comfortable with everyday computer use (e.g. email, web, basic Microsoft Office).

Full UK driving licence, or working towards one (access to a vehicle is helpful but not essential initially).