Summary of Apprenticeship
The IT Apprentice – Tier 1 Support will provide first-line IT support to employees across the Company while completing an approved IT apprenticeship programme. The role will act as a first point of contact for routine technical queries, providing excellent customer service and assisting with the resolution of basic hardware, software, system and user access issues. The apprentice will work under the guidance of the IT team, escalating more complex issues where appropriate, while developing the technical knowledge, skills and experience required to progress within an IT support career.
Working Hours
The job is a full-time apprenticeship role. Normal working hours will be 42.5 hours per week, including time allocated to apprenticeship training and development in accordance with the apprenticeship programme requirements.
Location
The apprentice will work three days in Orpington and two days in Holloway Road, Holloway. Travel would be paid for to go into Holloway Road.
Apprenticeship
Information Communications Technician
Duties
- Act as a first point of contact for routine IT incidents and service requests.
- Provide basic remote and in-person support to users, including troubleshooting hardware, software, printers, mobile devices and common system issues.
- Log, update and close support tickets accurately within the IT service desk system.
- Escalate unresolved or more complex technical issues to Tier 2 support or the appropriate external provider.
- Keep users informed of progress throughout the lifecycle of their IT support request.
- Assist with new starter setups, including preparing laptops, mobile phones, monitors, user accounts and system access.
- Assist with leaver processes, including disabling accounts and recovering Company equipment.
- Maintain accurate records of IT equipment and assist with IT asset management and stock checks.
- Support routine IT maintenance activities, including software updates, equipment checks and basic system administration tasks.
- Assist with password resets, account access requests and basic user permissions under appropriate supervision.
- Support employees with Microsoft 365 applications and other Company systems.
- Follow Company cybersecurity, data protection and IT security policies and immediately report suspected security incidents or unusual system activity.
- Assist with maintaining IT procedures, user guidance documents and records.
- Attend and actively participate in all apprenticeship training, assessments and progress reviews.
- Complete apprenticeship coursework and assessments within agreed timescales.
- Apply knowledge gained through the apprenticeship programme within the workplace and gradually take on additional responsibilities as competence develops.
- Follow IT procedures and contribute ideas to improve IT support and service delivery.
· This is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation
Key Competencies Required
- Customer Service Orientation
- Problem-Solving
- Communication Skills
- Attention to Detail
- Adaptability & Willingness to Learn
- Teamwork & Collaboration
- Organisation & Time Management
- Reliability & Accountability
- Confidentiality & Professionalism
Key Skills
- Good customer service and communication skills.
- Genuine interest in IT and technology.
- Basic understanding of computers, common software applications and IT equipment.
- Good problem-solving skills and willingness to ask for support when required.
- Ability to follow instructions, processes and established procedures.
- Ability to organise tasks and manage time effectively.
- Good attention to detail and accurate record keeping.
- Ability to communicate technical information in a clear and helpful manner.
- Willingness to learn, accept feedback and develop new skills.
- Ability to work effectively as part of a team.
What Will Success Look Like in 6 Months
- Making good progress towards the requirements of the apprenticeship programme.
- Able to independently resolve common Tier 1 IT issues within the scope of their training and competence.
- Understands when and how to escalate more complex or higher-risk technical issues.
- Provides a friendly, professional and helpful service to employees.
- Maintains accurate and clear ticket documentation and IT asset records.
- Reliably follows Company IT processes, cybersecurity requirements and data protection procedures.
- Supports new starter and leaver IT processes accurately and within required timescales.
- Demonstrates increased technical knowledge, confidence, ownership and independence.
- Completes apprenticeship coursework, assessments and training requirements within agreed timescales.
Relevant Experience
- Previous experience is not essential as full training and development will be provided.
- Previous customer service, work experience, volunteering or personal projects involving IT would be beneficial.
- Experience using computers and Microsoft applications is desirable.
- An interest in troubleshooting hardware, software or technology-related problems would be advantageous
Relevant Education
- GCSEs (or equivalent), including English and Maths, in line with the apprenticeship programme entry requirements.
- GCSE, A-Level or equivalent qualification in IT or a related subject would be beneficial but is not essential.
- Must be willing and eligible to complete the relevant IT apprenticeship programme.
- Entry-level IT certifications or evidence of independent IT learning would be beneficial but are not essential.
The apprentice's training schedule
The classroom training for the Information Communications Technician comprises of 4 modules. The apprentice will attend the training in an online classroom with their designated JBC trainer.
The modules taught are:
· Network Fundamentals
· Mobility and Operating Systems
· Cloud Fundamentals
· IT Business Principles
Each module is delivered remotely over five consecutive days, with the training weeks scheduled at intervals throughout the apprenticeship.
Additional training information
- We are a government approved apprenticeship training provider. We provide apprenticeships for a wide range of employers, large and small.
- Some of your working hours will be spent training or studying with your appointed JBC Trainer/Mentor or your employer. Learning the skills you need to be successful in the role and complete the apprenticeship.
- You will have a progress review with your trainer and line manager every three months, along with regular support sessions to help you develop your portfolio.
Training Provider
JBC Skills Training
Apprenticeship Level
Advanced Level 3
Pay: £17,680.00 per year
Ability to commute/relocate:
- Orpington BR5 3AA: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have previous customer service, work experience, volunteering or personal projects involving IT
- Do you have experience using computers and Microsoft applications? (Please give some examples.)
- Are you interest and do have knowledge in troubleshooting hardware, software or technology-related problems? (Please provide and example.)
- Why are you interested in pursuing an apprenticeship?
- Do you have any prior qualifications in IT and if so what qualifications do you hold?
- If you were offered the opportunity how would you commute to the employers location daily and how long would this take you?
- Are you happy to commute between Orpington (3 days a week) and Holloway (2 days a week)?
Education:
- GCSE or equivalent (required)
Licence/Certification:
- driving license (preferred)
Location:
- Orpington BR5 3AA (preferred)
Willingness to travel:
Work Location: In person
