IT Support Apprentice

Summary

This is a Level 3 AAT Apprenticeship role - split 80/20 between working and earning with the employer gaining valuable hands on skills, and learning & gaining qualifications with Solveway Apprenticeships!

Wage

£18,000 a year

Training course

Information communications technician (level 3)

Hours

Monday to Friday.

35 hours a week

Start date

Wednesday 25 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

• Assisting with the diagnosis and resolution of hardware, software, and network-related issues.
• Providing first-line technical support to users via telephone, email, remote access, and ticketing systems.
• Supporting the installation, configuration, and maintenance of desktops, laptops, printers, mobile devices, and networking equipment.
• Assisting with the setup and administration of user accounts, permissions, and access controls.
• Supporting the monitoring and maintenance of client networks, servers, and cloud-based systems.
• Assisting with routine system updates, security checks, backups, and preventative maintenance activities.
• Maintaining accurate records of support requests, technical documentation, and completed work within the service management system.
• Escalating complex technical issues to senior engineers where appropriate.
• Supporting network infrastructure projects, including switch, router, wireless, and connectivity deployments.
• Developing an understanding of cyber-security best practices and assisting with maintaining secure IT environments.
• Delivering excellent customer service while communicating professionally with clients and colleagues

Where you'll work

120 Cockfosters Road
Barnet
EN4 0DZ

Training

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

Training provider

SOLVEWAY 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

Training Provided:

CompTIA A+
Microsoft AZ-900

More training information

Lessons to take place online bi-weekly.

Requirements

Desirable qualifications

GCSE in:

• English (grade 4)
• Maths (grade 4)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Analytical skills
• Logical
• Team working