IT Support Technician apprentice (L3) – Frontier Economics – London EC2A 4JE – Find an apprenticeship

Summary

The IT Support Apprentice will join the IT support team and play a key role in providing technical support and solutions across Frontier’s offices in the UK and Europe. This is an exciting opportunity to gain hands-on experience across the full IT solutions lifecycle, from hardware and software setup to troubleshooting and stakeholder engagement.

Wage

£26,000 a year

Check minimum wage rates (opens in new tab)

& Bonus Scheme

Training course

Information communications technician (level 3)

Hours

Monday to Friday, working hours TBC

35 hours a week

Start date

Monday 23 June 2025

Duration

1 year 4 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

The apprentice will develop technical expertise in IT infrastructure, software, and systems while working towards a Level 3 IT Support Technician Apprenticeship. You will gain this experience working with a variety of stakeholders across Frontier and honing your customer service abilities. 

You will work 4 days a week ‘on the job’ learning, whilst attending classroom training one day a week. You will learn whilst working, receiving information and support from colleagues and your manager. The classroom training will complement the tasks you’ll carry out and will include: technical knowledge, IT support, problem solving, security and compliance, business and stakeholder engagement and professionalism and adaptability.  

Stakeholder relationships and engagement: 

You’ll be working regularly with internal customers (stakeholders) and will become a visible and approachable presence for IT support within the business. You will provide an excellent customer service to all colleagues, ensuring a positive experience. As you develop in your role, you will become effective at communicating technical issues in a clear and user-friendly way to non-technical colleagues. You will build trust and maintain strong working relationships with stakeholders across the business. Over time, you will collect and analyse user feedback to identify common IT issues and suggest improvements. You will collaborate across teams to help drive new technology initiatives forward.

IT Support and Solutions Delivery:

With support from more experienced members of the team, you train up to act as the first point of contact for IT issues, managing help desk tickets and resolving technical problems. You will learn to build and configure laptops and phones for new and existing employees. You will be assisting with onboarding and IT inductions for new joiners, ensuring they are comfortable with Frontier’s systems and tools. You will support the management of hardware and software, including updates and upgrades.  You will also be involved in managing meeting room technology, ensuring smooth operation of video conferencing and other IT systems. The team has established service-level agreements (SLAs) to deliver timely and effective solutions, so you will learn to work effectively within these. Maintain accurate records of IT assets and configurations. 

Project work and business improvements: 

You will contribute to IT projects, including office moves, new software rollouts, and infrastructure upgrades
You will have the opportunity to participate in testing and implementation of new systems and solutions
You will support with network maintenance, cabling, and connectivity improvements and assist with patch management and software licensing compliance.  Work with external vendors and suppliers to resolve issues and optimise performance

Travel and On-Site Support: 

Provide in-person support at the London office at least three days per week
Travel to European offices approximately three times per year to support onsite IT needs
Act as a key point of contact during office moves and expansions

Where you'll work

65 Clifton Street
London
EC2A 4JE

Training

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

College or training organisation

TECHNICAL PROFESSIONALS LIMITED

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

Expected duration: 16-months
Apprenticeship level: Level 3 (Advanced)
Programme: Information Communications Technician
During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Information Communication Technician standard

The training covers the following core occupational duties:
https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technician-v1-2

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
Customer care skills
Team working
IT interest
Positive attitude
Professional

Other requirements

It is a requirement to have five GCSE 9-4 grades or equivalent (including English and Maths) to apply for this type of apprenticeship. If you do not have these grades but have completed numeracy and literacy Key Skills/Functional Skills at level two you may also apply for these apprenticeships. Eligibility You must meet the following eligibility criteria to apply for the role: Have been a UK/EEA resident for the last 3 years Hold valid residency status Have the right to work in the UK

About this company

Frontier Economics is a leading economics consultancy advising public and private sector clients throughout Europe. We help our clients understand their markets and formulate strategies and policies based on sound economic insights. While our analysis and techniques may often be complex, our advice to our clients is always clear, succinct, and honest.  The company has grown rapidly since it was founded over 25 years ago and currently has around 500 staff working across seven European offices (London, Cologne, Dublin, Paris, Brussels, Berlin, and Madrid). It is employee-owned and has a strong culture of openness and employee engagement.  Technology Team at Frontier  The Technology Team at Frontier are responsible for enabling revenue generation, improving excellence, driving innovation, and reducing risk across all of our UK and European offices. The team is made up of three distinct functions that focus on building partnerships in the areas of experience, cyber security and business technology.   We are determined that everyone has an equal chance to join us and progress their career with Frontier. We care about creating an inclusive atmosphere and are committed to promoting diversity and inclusion in all its forms.

https://www.frontier-economics.com/uk/en/home/ (opens in new tab)

After this apprenticeship

During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined classroom-based training, workplace assessment/training and online learning, at the end of which you will have the ability to work as a qualified ICT Support Technician.

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