L3 ICT Apprenticeship – Support Technician – Find an apprenticeship

Summary

Rewarding IT Apprenticeship, where you will develop skills to make a meaningful impact in a supportive team environment. With a focus on customer satisfaction, this role offers a diverse range of responsibilities, growth prospects: Attention to detail, enthusiastic, work in a team, keen to learn, confident in the use of computers & technology.

Wage

£15,000 a year

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Training course

Information communications technician (level 3)

Hours

Monday – Friday, 9:00am – 5:30pm.

37 hours 30 minutes a week

Start date

Monday 9 June 2025

Duration

1 year 6 months

Positions available

2

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

Perform equipment audits and ensure smooth operation
Replace toner cartridges and provide basic administration support
Install and test software applications
Assist with hardware installations
Provide first-line support for technical issues

Where you'll work

Northgate House
Lynne Street
Hartlepool
TS24 7BT

Training

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

College or training organisation

HARTLEPOOL COLLEGE OF FURTHER EDUCATION

Your training course

Information communications technician (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

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

Level 3 ICT Apprenticeship
Training 1 Day a Week at Hartlepool College
Rest of the week will be Office Based

Requirements

Essential qualifications

GCSE in:

Maths and English (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
Administrative skills
Logical
Team working

Other requirements

Qualifications: • Proficient in Microsoft Excel and Word • Strong keyboard skills and excellent telephone etiquette • Customer service-oriented with exceptional problem-solving abilities • Effective communication skills, capable of interacting confidently at all levels • Demonstrates enthusiasm, ambition, and a strong work ethic • Adaptable and open to learning new technologies • Organizational skills to manage daily/monthly workload effectively • Ability to multitask and prioritize tasks

About this company

NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies. Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services. We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference. We’d love your help. And we’ll support you all the way.

http://www.necsws.com (opens in new tab)

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Join us to embark on a rewarding IT Apprenticeship, where you will develop valuable skills, build relationships, and make a meaningful impact in a supportive team environment
Don't miss this chance to launch your IT career and become a proficient IT professional
Though there isn’t a definite permanent role available after completion – many of our ICT Apprentices have secured permanent roles with us as End User Support Engineers, Infrastructure Engineer and Network Engineers

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