Technical Support Engineer Apprentice (Wizard Group)

Summary

The apprentice will be working with the London field engineers on day-to-day tickets, visiting sites and working through ticket queues. There is a 50/50 split between onsite work and office-based work. You will have exposure to networking infrastructure, customer sites, setting up systems and installing, Microsoft 365 and Microsoft Azure.

Wage

£15,704 a year

Training course

Information communications technician (level 3)

Hours

Monday - Friday 08:30 - 17:30 and every other weekend 1 day working same times from the London office.

40 hours a week

Start date

Monday 30 June 2025

Duration

1 year 6 months

Positions available

2

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

The apprenticeship role is a very varied role with exposure to all systems and technologies. The apprentice will be seen as a L1 engineer who will be first point of contact for all tickets and then escalating/re-allocating where necessary.

The role will be 50/50 between field engineer work and office-based work. Jobs can vary from onsite installation of pre-configured hardware to onsite troubleshooting devices with a senior engineer over the phone.

The is opportunity for project work working alongside the implementation team, projects can include email migrations, data migrations, office moves, phone system setups or networking infrastructure upgrades.

The apprentice will be responsible for all inbound/outbound goods into the office and management of stock.

Types of tickets can include User on-boarding/off-boarding, laptop/desktop builds and installation, troubleshoot software issues providing remote assistance (printers, MS applications, Configuration of applications).

Your duties and responsibilities in this role will consist of:

• Logging tickets as they come in
• Taking helpdesk calls and dealing with L1 tickets
• Base setups of desktops/laptops
• Management of inbound/outbound goods
• Responsible for stock in the office, making the Head of Field aware of shortages of equipment

Where you'll work

Runway East – Aldgate East
2 Whitechapel Road
London
E1 1EW

Training

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

College or training organisation

FIREBRAND TRAINING LIMITED

Your training course

Information communications technician (level 3)

What you'll learn

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

Firebrand’s sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation. Options include pathways for Support Technician, Network Technician and Digital Communications Technician.

Firebrands course is delivered either Online (online live instructor-led), or face-to-face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors.

Completion of this apprenticeship will provide learners with the following world-class vendor certifications in addition to the Information Communication Technician apprenticeship:

• Microsoft Certified Azure Fundamentals (AZ-900)
• CompTIA IT Fundamentals
• Certiport IT Specialist Networking
• Microsoft Certified Azure Administrator Associate (AZ-104)

Key areas covered are: 

Support Technician

• Maintenance or repair of system faults
• Support for the roll-out of installation and commissioning of new systems or upgrades

Network Technician

• Installation and commissioning of networks
• Maintenance or repair of network equipment
• Installation, configuration or maintenance task on either ICT-related hardware or software

Digital Communications Technician

• Installation and commission of telecoms networks
• Maintenance or repair of telecoms network equipment
• Installation, configuration or maintenance task on either ICT-related hardware or software

Requirements

Essential qualifications

GCSE in:

5 GCSE's including English Language and Maths (grade (A*-C/9-4 or equivalent))

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

• Attention to detail
• Basics of networking
• Understanding Hardware
• Efficient in Microsoft Office
• Punctuality
• Good communication skills
• Team player

Other requirements

Pension available, private healthcare available after 3 months. Zone 1 travel card available.