IT Support Apprenticeship (VAC-01324) Intequal - Port Solent

The 1st Line IT Support Technician handles the first-level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly, and the client is informed of what to expect every step of the way, also escalating issues to other members of the Service Delivery Team.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 03 Jun 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday. 9am - 5.30pm

    Total hours per week: 40

  • Expected duration

    15 Months

  • Possible start date

    10 Jun 2024

  • Date posted

    4 days ago

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What you will do in your working day

As an apprentice you will be provided with the necessary on the job training needed to carry out your duties.



- Providing a first point of contact for customers through our helpdesk, be that via phone, email or chat.

- Delight our Clients with a Friendly, Quick and Helpful Experience.

- Provide the Client with basic remote troubleshooting.


- Use an in-house Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.

- Managing and recording all work through our Ticketing System.

- Make sure that Client Documentation is well maintained.

- Split tickets that have several issues into their own individual ticket

- Make sure that tickets aren't "stale" throughout the process.


- Review Remote Monitoring and Management (RMM) dashboard and apply remediation actions as indicated by our Processes.

- Review regularly scheduled/automated actions as indicated by our Processes.


- From time to time the projects team will need additional resource to help deliver projects. either on site or remotely. When opportunities arise the Level 1 Technician may be required to help with project delivery.


- Escalate tickets that require Senior Helpdesk Engineer support.

- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.

- Submit Timesheets & Expense reports as indicated on their Standard Operating Procedures (SOPs).

- Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients.


- Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.

- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.

- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues.

- Identify opportunities for improvement and make constructive suggestions for change.

- Contribute to the process of innovative change effectively.

- Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO.

You will be working towards an Information Communications Technician Level 3 Qualification over the course of 15 months.

The training you will be getting

Information Communications Technician Apprenticeship L3 including Functional Skills in Maths and English if required.

Training schedule has yet to be agreed. Details will be made available at a later date.

What to expect at the end of your apprenticeship

For someone looking to start their career in IT, the Line 1 Helpdesk Technician naturally leads into roles such as: the Senior Helpdesk Technician, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Service Delivery Manager.

Requirements and prospects

Desired skills and personal qualities

Team Working, Organisation Skills


Other None required (Grade None required) Desired

Things to consider

- Discount Scheme operated by BrightExchange. - Employee Assistance Programme providing Advice and Counselling Services. - Free Snacks and Drinks

About the employer

Intequal are tech training specialists. We're committed to helping people of any age or background start or develop their career in tech by delivering the latest digital and IT skills training through work-based apprenticeships.


Intequal - Port Solent


Waterside Road


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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience

Apprenticeship standard

Information communications technician

Level 3 (A level)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 03 Jun 2024