IT SUPPORT APPRENTICE

Summary

We are an IT Services company, specialising in Hosting, Outsourcing and Consultancy Services. We are looking for an experienced IT Field Engineer responsible for providing 1st Line and 2nd line IT Support, to join our fantastic team to help us deliver projects and provide support to clients both over the phone and face-to-face.

Wage

£22,000 a year

£22k-£24k depending on experience

Training course

Information communications technician (level 3)

Hours

Monday - Friday 9.00am - 5.00pm.

37 hours 30 minutes a week

Start date

Tuesday 10 November 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

Duties and Responsibilities:

• Configuration - all aspects of desktop / server hardware installation and builds, delivery to customer environment
• Working in data centres to install new rack, servers, storage and network devices
• Repairing or troubleshooting faulty equipment, installing and configuring hardware and software
• Resolving first-line user support requests onsite and over the phone
• Responsible for travelling to client sites, in and around England, to deal with issues which require an on-site presence and for project works
• You will be required to play an active role in the team, remaining flexible to support others in busy periods and be prepared for working long periods away from home
• Long journey times may also be involved
• Work as part of a team to deliver a project

Requirement:

• At least 1-2 years' experience in a 1st Line, client-facing support role
• IT graduate with a minimum 2:2 IT degree
• Minimum of MCP, MCITP, A+ and CCENT
• Good Hardware Knowledge - PC's, Laptops, Servers and Printers
• Preferred knowledge - Windows Server 2008, 2012, Networking, Active Directory, Apple / MAC devices, Citrix
• Excellent knowledge of desktop operating systems (XP, Vista and Windows 7,8 & 10), MAC OSX and Microsoft Office
• Experience of the installation and configuration of peripheral devices; e.g. Network Printers, ADSL Routers, and LAN Switches
• Data Centre Experience recommended
• CCNA would be beneficial

Personal Qualities:

It is expected that you will possess all of the following key attributes:

• Effective team player
• Good communication skills, both verbally and written
• Ability to communicate effectively with all departments within the company, as well as the company's clients at different technical levels
• Demonstrate a confident, proactive approach which drives developments for the company's clients, including rationalising improvement opportunities

Where you'll work

TDM
Shoreham Road East, London Heathrow Airport
Hounslow
TW6 3UA

Training

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

Training provider

JUST IT TRAINING LIMITED

Training course

Information communications technician (level 3)

What you'll learn

• 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

As part of the Level 3 IT Support Apprenticeship Standard, you’ll be on a fast track to an industry recognised qualification and your dedicated industry coach will support you through a blended approach that will include remote, in person, 1-2-1 and group learning.

Requirements

Essential qualifications

GCSE in:

• English (grade 4/C and above)
• Math (grade 4/C and above)

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
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Patience