Summary
An education-focused IT Solutions partner formed off the back of over 15 years working in and around schools & colleges. They offer value-for-money IT Solutions that deliver on the specific needs of their clients. You will gain valuable experience as a Level 3 Information Communications Technician, following the Support Technician pathway.
Wage
£14,526.20 to £23,492.04, depending on your age
National Minimum Wage
Training course
Information communications technician (level 3)
Hours
Full-time Monday to Friday - 37 hours per week. 8:30am to 4:30pm with a 30-minute lunch
37 hours a week
Start date
Friday 9 May 2025
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
* Installation & Preparation of new IT Hardware & Infrastructure
* Maintain an asset register
* Management of call queue, ensuring calls closed in timely fashion
* Escalation of calls to 3rd line team where necessary
* Regular work alongside 3rd line and other teams for project delivery
* Perform software rebuilds of laptops & PCs where needed
* Working with products in the Microsoft suite. Including Microsoft Teams
* Assisting users in understanding new technologies and ways of working
* Advising on hardware procurement
* Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners and cameras
* Address IT issues by prioritising in response to customer service level agreements
* Administer security access requirements and permissions for stakeholders escalating as necessary for example password resets
* Support the roll out of upgrades or new systems or applications
Where you’ll work
50 Park View
Broseley
TF12 5HY
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
PRIMARY GOAL LTD
Your training course
Information communications technician (level 3)
Equal to A level
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
Your training plan
* Comprehensive introductory modules to technical concepts
* Level 3 Information Communications Technician apprenticeship standard
* Training for all pathways of your IT career (support technician, network technician, digital communications technician)
* Specialising in a portfolio of evidence for the Support Technician pathway
* e-learning training materials
* Bi-weekly virtual classroom training on all options of the apprenticeships
* Access to virtual labs to develop technical competency
* Monthly work-based coaches visits and competency checks
* 9 am - 5 pm Support desk for technical support
* Personal Learning and Thinking Skills and Key Skills development
* Option for vendor and technical certificates - e.g. CompTIA
Requirements
Desirable qualifications
GCSE in:
* English (grade 4)
* Maths (grade 4)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Logical
* Team working
* Non judgemental
* Patience