Level 3 IT Support Apprentice

Summary

Join BMT as an IT Support Apprentice and start your IT career. Gain hands-on experience providing first-line support, troubleshooting hardware / software, assisting with installations and maintaining IT/AV systems. Develop networking, Microsoft, Teams Rooms and customer service skills on a level 3 apprenticeship.

Wage

£15,600 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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 - Friday 9.00am - 5.30pm.

37 hours 30 minutes a week

Start date

Monday 19 October 2026

Duration

1 year 4 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

Key Responsibilities:

IT Support:

• Provide first-line technical support to customers and colleagues
• Respond to IT and technology support requests by phone, email and remote support
• Log, track and update support tickets
• Diagnose and resolve common hardware and software issues
• Escalate more complex technical issues to senior engineers where appropriate
• Maintain accurate records of technical issues and resolutions
• Follow troubleshooting procedures and develop a structured approach to problem-solving
• Provide clear and professional communication to customers throughout the support process

Hardware & Software:

• Assist with the setup, configuration and maintenance of computers, laptops and peripherals
• Support the installation and configuration of software and applications
• Troubleshoot monitors, displays, cameras, microphones, speakers and other peripherals
• Assist with device configuration and user setup
• Support equipment upgrades and replacements
• Carry out basic hardware diagnostics and testing

Audio Visual & Teams Support:

A key part of the role will be supporting the technology that BMT installs for its customers.

You will gain practical experience with:

• Microsoft Teams Rooms
• Video conferencing systems
• Meeting room displays
• Cameras and microphones
• Room control systems
• Digital signage
• Room booking systems
• BYOD solutions
• Audio equipment
• Connectivity between AV devices

BMT delivers Teams Room environments ranging from small huddle spaces through to larger boardrooms and event spaces, giving the apprentice exposure to a variety of technologies and configurations.

Networking & Connectivity:

You will develop practical knowledge of the infrastructure that supports modern workplaces, including:

• Wi-Fi networks
• LAN infrastructure
• VLANs
• Routers and switches
• Firewalls
• Network troubleshooting
• Internet connectivity
• Fibre connections
• Network security
• Basic IP networking

BMT provides managed Wi-Fi and LAN solutions incorporating areas such as firewalls, VLANs, firmware updates and security updates.

You will support the wider engineering team in identifying and resolving connectivity issues and developing your understanding of how different technologies work together.

Installation & Onsite Support:

• Assist engineers with customer installations
• Help prepare equipment before installations
• Assist with configuring and testing technology
• Support onsite troubleshooting
• Test AV and IT equipment following installation
• Help ensure systems are working correctly before handover to the customer
• Assist with customer demonstrations and basic user training
• Follow health and safety procedures when working onsite

Maintenance & Security:

• Assist with routine maintenance of customer technology
• Support firmware and software updates
• Identify potential technical issues before they impact customers
• Follow security procedures and best practices
• Assist with maintaining accurate equipment and configuration records
• Escalate potential security concerns appropriately

BMT's support offering includes remote support, warranty management, onsite engineering and firmware/security updates, providing a strong environment for the apprentice to develop practical support skills.

Where you'll work

BMT
1 Bastwick Street Islington
London
EC1V 3NU

Training

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

Training provider

VELOCITY 1ST 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

Velocity apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team.

Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.

Throughout the apprenticeship, learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme.

Requirements

Essential qualifications

GCSE in:

• 3 more other than English and Maths (grade A*-C/ 9-4)
• English (grade A*-C/ 9-4)
• Maths (grade A*-C/ 9-4)

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
• Logical
• Team working
• Initiative
• Interest in IT & technology
• Follows technical processes
• Keen to learn new technology
• Willing to travel to sites
• PC building/troubleshooting
• Microsoft Windows knowledge
• Microsoft 365 familiarity
• Basic networking knowledge
• Teams/Zoom experience
• AV equipment experience
• Interest in cyber security
• Helpdesk/ticketing systems