Summary
The IT Technician Apprentice plays a vital role in delivering a positive client experience and ensuring the smooth triage of technical issues.
Wage
£15,000 a year
Training course
Information communications technician (level 3)
Hours
Monday to Friday, 8:30am - 5.00pm, with 1 hour lunch break.
37 hours 30 minutes a week
Start date
Tuesday 13 May 2025
Duration
1 year 5 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
* Act as the first point of contact for inbound support requests via phone, email, and ticketing system.
* Accurately log and prioritise tickets based on client impact, escalating when necessary.
* Provide basic first-line support (e.g. password resets, simple troubleshooting) under supervision.
* Use HaloPSA to create, update, and manage service tickets with clear documentation.
* Maintain up-to-date client notes and documentation as guided by the team.
* Deliver a professional and friendly customer experience, keeping clients informed.
* Shadow experienced technicians, follow SOPs, and participate in team meetings.
* Complete internal and external apprenticeship training to develop technical skills.
Where you’ll work
53 NORMAN WAY
MELTON MOWBRAY
LE13 1JE
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
QA LIMITED
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
This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
More training information
Why choose our AWS Cloud Support Specialist L3 programme?
The AWS Cloud Support Specialist apprenticeship allows you to recruit fresh cloud talent or upskill your existing workforce to become work-ready first-line IT support, specialising in AWS and cloud management. An AWS Cloud Support Specialist’s role is desk-based and revolves around system user queries and resolving faults in a helpdesk environment. AWS Cloud Support Specialists are expected to rectify or escalate faults swiftly, to mitigate internal and external impact.
The AWS Cloud Support Specialist Level 3 apprenticeship enables the apprentice to:
* Understand how to carry out a methodical approach to problem-solving
* Become aware of the key organisational, cultural and health and safety considerations required by AWS Cloud Support Specialists
* Comprehend core networking principles, including network addressing, Cloud, Virtualisation and Security.
* Gain a fundamental understanding of operating system concepts in cloud-based environments
* Grasp the concept of cloud-enabled systems, secure integration, disaster recovery, principles of test plans and automation tools
Tools and technologies learned: Learners will learn to use AWS.
Requirements
Essential qualifications
GCSE in:
* 3 of any subject (grade 4+ (A* - C))
* Maths & English (grade 3+ (D or above))
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
Other requirements
About QA: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. Interested? Apply now!