Apprentice Technical Support Engineer

Summary

To be a member of a team responsible for the development, delivery and support of the ICT server, network and end-user ICT environment in schools.

Wage

£14,722.50 a year

Check minimum wage rates (opens in new tab)

Training course

Information communications technician (level 3)

Hours

Monday to Friday between 9am to 5pm.

37 hours 30 minutes a week

Start date

Thursday 5 June 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

Principal Responsibilities

1. To be part of a team of ICT professionals who provide and contribute to the effective and efficient delivery of all server, network and end-user hardware, software and associated services, from installation through to disposal.

2. As part of the team, help to ensure that service objectives are achieved in-line with agreed standards, project management methodologies, budgetary constraints and timescales.

3. To assist the Technical Design Architect, Technical Operations and Deployment Officer or Technical Operations and Procurement Officer in providing schools with effective ICT Support.

4. To ensure that all redundant equipment is identified and disposed of in an appropriate manner in-line with the disposal policy.

5. To work on small-scale ICT projects or assist with and making a contribution to large-scale/ major ICT projects with supervision and assistance.

6. To provide advice and guidance to schools on all server, network and end-user-related matters, including testing procedures with supervision and assistance.

7. To comply with agreed standards in the timely and effective use of the ICT Helpdesk system to aid in the smooth management of incidents and problems across the ICT service for the benefit of its customers.

8. To comply with security, change control and audit trail procedures for systems, software, licencing, integration and interfaces in accordance with information security policies and guidelines.

9. To respond to ICT problems within schools with guidance.

10. To support and maintain effective liaison with users, ensuring that a customer-focused approach is embedded in all activities.

11. To maintain the efficient operation and support of the school networks with guidance from senior team members.

12. Follow procedures for managing user and computer accounts in Active Directory / Open Directory / Office 365 and any other account stores.

13. Ensure servers in schools you are responsible for are backed up in accordance with One IT’s Offsite Backup Policy.

14. Ensure Anti-Virus software is configured and working on all devices in schools.

15. Encourage customers to keep hardware up to date with an emphasis on using business-class hardware from a list of approved vendors.

16. Deploy Apps from App Store and use MDM software with guidance as well as advise school on use of volume purchasing of apps.

17. Block and unblock websites where appropriate in Securly, according to e-safety with guidance from senior team members.

Desired Requirements:

• Full Driving Licence.

• Access to a motor vehicle on a daily basis.

Desired skills:

• Excellent communicator.

• Excellent telephone manner.

• Excellent team player by providing assistance and support to colleagues in IT-related matters.

• Ensure that a high level of customer service and support is provided to all internal and external customers.

Entry requirements:

The entry requirements are as follows:

3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject.
GCSE Maths and English (or equivalents) at grades 3+ (D or above).
Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject.

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance, you could still be considered for the programme.

Where you’ll work

BLACKBURN HOUSE
FALCON COURT
NORTON
STOCKTON ON TEES
TS18 3TX

Training

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

College or training organisation

JUST IT 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

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 qualifications.

Requirements

Essential qualifications

GCSE in:

English (grade 4/C and above)
Math (grade 4/C and 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
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Analytical skills
Logical
Team working
Creative
Initiative
Patience

About this company

Welcome to One IT Services and Solutions! We aim to help schools streamline and consolidate all their IT services into one place to help them achieve outcomes and be successful through their use of technology in their everyday working lives. Here at One IT, we pride ourselves on our excellent customer service and take a friendly yet professional approach to everything we do. One IT’s dedicated education team have over 20 years experience and we believe that healthy working relationships are key to maintaining and improving the quality of our services. We always aim to get to know our customers and provide a familiar voice at the end of the phone whenever they contact us for support, whether that’s for a general IT query, to book some training, or get help with their school MIS! We will provide custom and bespoke solutions to fit your IT hardware and connectivity needs, MIS training and support which is simple to use, easy to implement and budget friendly. Our accredited services are used by over 100,000 pupils, staff members and parents / guardians in schools across the UK.

https://www.oneitss.org.uk/ (opens in new tab)

After this apprenticeship

Potential full-time role for the right candidate after apprenticeship completion.

Ask a question

The contact for this apprenticeship is: