IT Support Engineer Apprentice

Summary

As an IT Support Apprentice, you will work alongside experienced members of the technical team, providing support to customers and helping to ensure their IT systems and services run smoothly.

Wage

£15,600 a year

£15600k - £17000k p/a

Training course

Information communications technician (level 3)

Hours

Monday to Friday, 08:30 - 17:30.

37 hours 30 minutes a week

Start date

Monday 5 October 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

As an IT Support Apprentice, you will work alongside experienced members of the technical team, providing support to customers and helping to ensure their IT systems and services run smoothly.

You'll gain practical experience across a range of technologies while developing your technical knowledge in a real-world IT support environment.

Duties

• Provide support for IT-related issues via help desk channels, including phone, email, and in-person interactions
• Troubleshoot and resolve software and hardware problems on Windows and MAC operating systems (mostly Windows)
• Active Directory tasks such as account creation, modification, and password resets
• Configure and maintain VPN connections for remote users to ensure secure access to company resources
• Document all support interactions in the ticketing system for tracking and reporting purposes
• Collaborate with other IT team members to enhance system performance and user satisfaction
• Conduct regular maintenance checks on computer hardware to ensure optimal performance
• Stay updated with the latest technology trends and advancements relevant to the IT support field
• Site visits for hardware and maintenance on customer systems

What We're Looking For

• A genuine interest in IT and technology
• Good communication and customer service skills
• A logical approach to problem-solving
• Good attention to detail and organisation
• A willingness to learn and develop new technical skills
• A full UK driving licence
• Ideally based in or around the High Wycombe area

Previous professional IT experience isn't essential. We're looking for someone with the right attitude, a genuine interest in technology and the motivation to develop a long-term career within IT.

What You'll Learn

Throughout the apprenticeship, you'll gain practical experience across areas including:

• IT support and troubleshooting
• Microsoft 365 and Active Directory
• Windows operating systems
• Hardware and software
• Networking and connectivity
• Cyber security
• User and device management
• Remote and onsite technical support 

You'll work alongside experienced IT professionals and have the opportunity to apply what you learn in a real-world IT support environment.

Where you'll work

Lancaster Court 6 Coronation Rd
High Wycombe
HP12 3TD

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

• ICT (Information Communications 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 IT qualification. Training schedule has yet to be agreed

Requirements

Essential qualifications

GCSE in:

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

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
• Administrative skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Troubleshooting
• Can do attitude
• Tech Savvy
• Hardware and Software
• Passion for IT
• Motivated
• Willingness to learn