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Infrastructure Technician / 1st Line Support Agent Apprentice Techwizard

To provide 1st Line IT Support to clients via remote support software, over the telephone and / or by email. The candidate should be able to carry themselves on the phone and hold a conversation. They should also be able to translate technical jargon into understandable context.

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Closing date: 23 Jan 2022

Apprenticeship summary

  • Weekly wage


    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    Monday - Friday, 08:00 - 16:30 or 09:30 - 18:00

    Total hours per week: 40.00

  • Expected duration

    21 months

  • Possible start date

    24 Jan 2022

  • Date posted

    24 Aug 2021

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

Supporting Clients with:

  • Hardware issues, such as: Workstations, Network Components, Printers
  • User/software issues, such as: Passwords, Email, Cloud storage, Microsoft 365, 3rd Party Applications
  • Management & Monitoring of Vendor Services, such as: Bitdefender, Acronis Cyber Cloud Backup, Microsoft 365, Azure 
  • Complete work within the parameters of service level agreements (SLA’s)
  • Log tickets within our PSA & RMM Systems
  • Follow & generate procedural documentation within our document management system

Requirements and prospects

Desired skills

  • Exceptional IT Skills
  • Effective Customer Service
  • Good Problem Solver

Personal qualities

  • Patient
  • Polite
  • Personable & Professional
  • High attention to detail
  • Well organised

Desired qualifications

  • A minimum of 5 GCSEs at Grade 9/A* to 4/C, including maths, English Language and ICT
  • Alternatively, you should possess equivalent Level 2 qualifications, at Merit or Distinction Level

Future prospects

  • Full time employment as a 1st Line Support Agent

Things to consider

  • Working at a desk most of the time with occasional site visits. Involves the documentation of your time and answering the phone

About the employer

We provide IT Services & Solutions to Small Businesses. We strive to offer a higher level and more personable service than our competitors. High attention to detail, good communication and high-quality service are paramount.




1001 Warwick Road

Acocks Green


B27 6QJ

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Additional location information

Potential New Office from Nov 2021: Unit 4, Rumbush Farm, 322A Rumbush Ln, B94 5LW


Training provider


Applications for this apprenticeship are being processed by Solihull College


Nadia Davies 0121 678 7148

Information Communications Technician Level 3 Apprenticeship Standard:

  • Functional Skills in  English & Maths as required
  • End Point Assessment

Apprenticeship standard

Information communications technician

Level 3 (A level)

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