Job Purpose
The Digital Support Technician Apprentice provides first-line IT support while developing core technical skills across infrastructure, systems, and user support.
This role is designed as a structured development opportunity, combining hands-on experience, mentoring, and formal training to build capability within real-world IT operations.
The apprentice will assist in maintaining systems, supporting users, and contributing to IT projects, while working towards the successful completion of the Level 3 Digital Support Technician Apprenticeship Standard (or equivalent as approved by the training provider). In line with apprenticeship funding requirements, the apprentice will spend a minimum of 20% of their working hours undertaking off-the-job training, including day release, webinars, coursework, and independent study.
The apprentice will work under the supervision of the IT and Systems Director and receive structured mentoring, regular feedback, and progress reviews throughout the programme.
Apprenticeship Overview
Expected duration: 13-15 months plus 3 months EPA
Apprenticeship level: Level 3 (advanced)
Programme: Level 3 Information Communication Technician
During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the apprenticeship standard.
The training covers the following core occupational duties: https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technician-v1-2
Key responsibilities:
IT Support & Service Desk
- Provide first-line support for hardware, software, and user issues.
- Log, track, and resolve IT support tickets in accordance with agreed service levels.
- Assist users with common IT queries, including password resets, device setup, and application support.
- Escalate more complex or technical issues to senior team members or the Managed Service Provider (MSP).
- Deliver a professional, customer-focused approach when supporting users.
Systems & Infrastructure Support
- Assist in maintaining laptops, desktops, mobile devices, and peripherals.
- Support onboarding and offboarding processes, including account setup, access provisioning, and equipment allocation.
- Help monitor system performance and report any issues to senior team members.
- Participate in routine system checks and maintenance activities under supervision.
Project & Improvement Support
- Contribute to small IT projects and continuous improvement initiatives under guidance.
- Assist in documenting processes, procedures, and system configurations.
- Support the testing of new systems, upgrades, or changes.
MSP & Vendor Liaison
- Work with the Managed Service Provider to support ticket resolution and service requests.
- Assist in tracking vendor requests, equipment orders, and deliveries.
- Gain exposure to service performance monitoring against agreed SLAs.
Security & Compliance
- Follow IT security policies, procedures, and best practices at all times.
- Assist in maintaining secure access controls and user permissions under supervision.
- Support basic cybersecurity tasks such as patching, system updates, and awareness initiatives.
- Assist in ensuring compliance with data protection regulations, including GDPR.
Learning & Development
- Actively participate in all apprenticeship training, coursework, and assessments.
- Develop technical knowledge across IT support, systems, and cloud-based technologies.
- Seek guidance, feedback, and coaching from mentors and colleagues.
- Keep up to date with emerging technologies and IT best practices.
- Demonstrate a proactive approach to personal development and continuous learning.
Essential skills, characteristics and experience
- GCSE Maths and English Grade 4/C or equivalent or above.
- A strong interest in IT, technology, and digital systems.
- Basic understanding of computers, Microsoft 365, and common applications.
- Good communication and interpersonal skills.
- A customer-focused mindset with a professional approach.
- Strong organisational skills and attention to detail.
- A proactive attitude with a willingness to learn and develop.
- Ability to work collaboratively as part of a team.
No prior formal experience is required – this is a development role. We actively encourage applications from individuals at the start of their careers.
Requirements
It is a requirement to have five GCSE 9-4 grades or equivalent (including English and Maths) to apply for this type of apprenticeship. If you do not have these grades but have completed numeracy and literacy Key Skills/Functional Skills at level two you may also apply for these apprenticeships.
Eligibility
You must meet the following eligibility criteria to apply for the role:
- Have been a UK/EEA resident for the last 3 years
- Hold valid residency status
- Have the right to work in the UK
Benefits
At Xcede Group, we offer a competitive and supportive benefits package, including:
Work-Life Balance
- Hybrid working with at least 1 day from home (Manager’s discretion for the first 6 months)
- “Work from anywhere” – up to 5 days per year
- CSR day for volunteering or charity work
- Free breakfast, tea, coffee and snacks in the office
Leave
- 25 days annual leave + bank holidays (increasing to 30 with service)
- Enhanced sick pay and family-friendly policies
- “Life Leave” day for important personal matters
Health & Wellbeing
- 24/7 Employee Assistance Programme with GP and mental health support
- Discounted gym memberships via WellHub
- Eye test contributions and wellbeing support
Financial & Lifestyle
- Cycle to Work scheme
- Home & Tech salary sacrifice scheme (up to £2,000)
- Pension contribution (4% employer / 5% employee)
- Death in service cover (4x salary)
Working Hours
- Monday to Thursday: 9:00am – 5:30pm
- Friday: 9:00am – 5:00pm
One day per week is likely to be allocated to apprenticeship training (day release). Where day release is not applicable, equivalent time will be dedicated to structured off-the-job learning activities.
Career Progression
This apprenticeship is designed to provide the foundation for a long-term career in IT.
Upon successful completion of the programme, the apprentice may progress into roles such as:
- IT Support Technician
- Systems Administrator
- IT Operations Engineer
About Xcede Group
Our mission is to be recognised as the number 1 partner in the provision of expert solutions across the Technology & the Energy sectors.
Xcede Group Values
- We operate with INTEGRITY
- We take PRIDE in all we do
- We exceed our CUSTOMERS EXPECTATIONS in every way
- We are PASSIONATE about delivering rapid, agile, and effective solutions
- We treat each other with MUTUAL RESPECT and hold each other accountable
- We COLLABORATE in a spirit of PARTNERSHIP
Pay: From £22,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Gym membership
- Health & wellbeing programme
- Sick pay
Work Location: In person
