Information Communications Technician Apprentice

Summary

As an Apprentice IT Support Engineer, you will be the first point of contact for internal users and external clients, providing technical support and assistance. You will work closely with our experienced IT team, learning the ins and outs of IT support while gaining practical experience in troubleshooting, network management, and customer service.

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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The pay may be negotiated and may rise after a probation period has been successfully completed.

Training course

Information communications technician (level 3)

Hours

Monday to Friday. Shifts To Be Confirmed.

37 hours 30 minutes a week

Start date

Monday 26 May 2025

Duration

1 year 3 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

Provide first-line technical support to end-users via phone, email, and in person.
Logging of Tickets for all received requests recording all
Assist with the setup, maintenance, and troubleshooting of computer systems, hardware, and software.
Support the installation and configuration of operating systems, applications, and software updates.
Help maintain and manage user accounts, passwords, and permissions in Active Directory.
Monitor and respond to IT support requests, ensuring timely resolution of issues.
Assist with network administration tasks, including basic troubleshooting and maintenance of network devices.
Participate in IT projects and initiatives, providing support and contributing to team objectives.
Document technical issues and solutions, maintaining accurate records in the ticketing system.
Continuously learn and stay updated with new technologies and best practices in IT support.

Where you’ll work

Suite 10a Pemberton House
Stafford Park 1
Telford
TF3 3BD

Training

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

College or training organisation

SBC TRAINING 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

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

Requirements

Essential 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
Attention to detail
Problem solving skills
Logical
Team working
Initiative

About this company

The company has a family atmosphere and therefore someone who can socialise and has a fun but professional personality is very important. We can teach the candidates about Telecoms, but not impact too much on their individual personality. Happy to teach from scratch if it means that the person we are bringing on board is the right person. We have quarterly staff socials, Director lunches (which you are voted on via your manager), an employee benefits scheme, dress-down Fridays, Google Review incentives, and much more.

After this apprenticeship

The role has the potential of growing into its own role or the chance of progression throughout the sub departments within the Unified Communication department (help desk, project managers etc).

Ask a question

The contact for this apprenticeship is:

SBC TRAINING LIMITED

Dave collins

dave.collins@sbc-training.co.uk

07809657796

The reference code for this apprenticeship is VAC1000308832.

Apply now

Closes in 14 days (Monday 12 May 2025 at 11:59pm)

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