IT Helpdesk Engineer Apprentice

Summary

Looking for a career in the IT industry? We are looking for new talent within our friendly organisation to help deliver outstanding services to our customers. We are looking for motivated, hard-working people who are passionate about technology. Our apprenticeship programme is intended for candidates who are looking for a career in IT.

Wage

£16,500 a year

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Training course

Information communications technician (level 3)

Hours

Monday to Friday 9am - 5pm.

37 hours 30 minutes a week

Start date

Wednesday 28 May 2025

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

By joining the team at Shadowfax Technology t/a TechWyse, based near Stansted Airport, you will experience a dynamic and varied work environment. As we provide IT support services to over a hundred businesses within the M11 corridor, you will have numerous opportunities to engage in different aspects of IT support, from remote assistance to hardware solutions. Working with us means you will develop invaluable skills and techniques essential for thriving within a Managed Service Provider (MSP). Our services, including telephony, data back-up, cloud, and enhanced security services, will ensure you gain comprehensive knowledge and experience, preparing you for a successful career in IT support.

As an IT helpdesk Engineer Apprentice, your duties will include:

Check client backups daily
Answer support calls and log as tickets
Assign available engineers who may work with you on a ticket to grow experience
Ensure your assigned tickets are meeting SLA’s
Assist other engineers with their work
Attend client sites when required
Update or close all tickets assigned to you at the end of each day
Complete all apprenticeship coursework
Attend training as required and develop relevant knowledge, techniques and skills

Where you’ll work

HATFIELD REGIS GRANGE
HATFIELD BROAD OAK
BISHOP'S STORTFORD
CM22 7JZ

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

SOLVEWAY LIMITED

Your training course

Information communications technician (level 3)

Equal to A level

Course contents

Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Identify and scope the best solution informed by the system data associated with the task
Test and evaluate the system's performance and compliance with customer requirements.
Escalate non routine problems in line with procedures
Use basic scripting to execute the relevant tasks for example PowerShell, Linux
Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
Apply the necessary security, in line with access and/or encryption requirements
Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
Test and evaluate network environments
Monitor performance and usage of a network
Deploy applications on a network
Set up storage and data access for staff
Apply necessary security measures, in line with access requirements to a network
Carry out routine maintenance across network systems, ensuring organisational compliance
Monitor network-related workloads including DNS and firewalls
Install or undertake basic upgrades, either physically or remotely
Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Your training plan

You will attend bi-weekly tutor-led training sessions delivered remotely via Microsoft Teams.

More training information

Information and Communications Technician Level 3 Apprenticeship Standard:

Training Provided:

CompTIA A+
Microsoft AZ-900

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Maths (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

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

Other requirements

The employer is not accessible by public transport, so driving to work will be essential

About this company

Techwyse partner with businesses across the UK, helping them achieve success by providing talented IT support delivered with genuine care and an unwavering commitment to quality. In their 30 years of supporting businesses with their IT systems, they’ve learnt what businesses need to truly make the most of their technology, and what they need to deliver a quality service.

https://techwyse.co.uk/ (opens in new tab)

Company benefits

Free parking. 31 days holiday, including bank holidays. Social events and weekly team lunch provided. Well-stocked kitchen with refreshments and healthy breakfast items and snacks. In-house training and support to achieve Microsoft certification.

After this apprenticeship

We are looking to offer full-time employment upon successful completion of the apprenticeship. We believe in developing our talent internally and have a clear and personalised progression route for each of our employees, which is reviewed annually.

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