IT Technical Apprentice

Summary of the apprenticeship

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

Employment details

Duration

16 Months

Working week details

Monday - Friday, 9.00am - 5.30pm.

Hours per week

40

Wage

£16,640 a year

What will the apprentice do at work?

You will be working within a team providing IT support, initially carrying out routine checks and assisting end users to log support tickets. You will quickly progress to providing IT support by phone and using remote support tools. This role will initially be 2 to 3 months with the majority of your time in the office in Hatfield and will then progress into working from home and some field-based working at clients sites.

An exceptional level of English and communication skills will be required for this role.

You will be supporting traditional Microsoft server-based systems as well as cloud solutions such as Microsoft 365, Azure and Amazon Web Services.

You will be joining a young dynamic company in a role which will be well mentored and will provide a variety of opportunities to learn. You must be flexible and be able to assist in several areas. This will include support, customer service and project work.

Reporting to the service lead, your duties will include:

• Install, support and service business customers
• Handle telephone calls and emails from clients and create support incidents as needed
• Carry out regular checks and processes
• Provide 1st line support to clients – via telephone, email and remote working
• Provide on-site support to clients
• Identify areas for improvement within support to improve service delivery to clients
• Strive to improve communication both internally and with clients
• Additional duties as deemed appropriate to the role and business need
• Part of this role includes the requirement to maintain excellent relations with the customer and other resolver groups, guiding and aiding effective incident resolutions
• As the first line of contact with customers, you must always maintain a professional and corporate image of the company

The apprentice's training schedule (optional)

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 (optional)

• 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.

Requirements and prospects

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience
• Written English

Qualifications required

• GCSE English (Grade Grade A - C (4 or above)) essential
• GCSE Maths (Grade Grade A - C (4 or above)) essential

What is the expected career progression after this apprenticeship?

• As well as the chance to receive full on-the-job training throughout, by the end of the apprenticeship you’ll have gained nationally accredited qualifications
• The company also aims to offer the apprentice a permanent role at the end of the training (subject to successfully completing the course and objectives)

About the employer

Employer information

Our client, is a UK-based company specialising in IT and telecom support for businesses of all sizes, from startups to international enterprises. Established in 2015, the company has built a reputation for reliability, expertise, and innovation, celebrating over a decade of service in the IT sector. Their teams are based in Hertfordshire and London, offering localized support across various business sectors.

Pay: £16,640.00 per year

Benefits:

• On-site parking

Ability to commute/relocate:

• Hatfield AL10: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• If you were offered the opportunity how would you commute the employers location in Hatfield and how long would that commute take you?
• Do you have experience of IT hardware and building PCs? Is so can you tell me about the spec of the PC that you have built?
• What year did you complete your fulltime education? Either GCSE or highest level qualification?
• What interests you about this apprenticeship?
• Although you will be based within the main office in Hatfield for the first few months, you will be visiting client sites and be a field based engineer within the London area are you happy to commute to different locations when needed?

Education:

• GCSE or equivalent (required)

Licence/Certification:

• driving licence (preferred)

Willingness to travel:

• 50% (required)

Work Location: In person