ICT Apprentice Level 3

Summary

We are currently seeking ambitious individuals for 2 x IT Technical Support Apprentice positions within our well-established team in the Oxford office. This are roles where technical support is a good stepping stone if you wish to move towards various other areas in IT, such as programming, IT training, technical sales or systems administration.

Wage

£17,000 a year

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Training course

Information communications technician (level 3)

Hours

Monday to Friday 9am to 5pm Possible extra shift for half day on Saturday

37 hours 30 minutes a week

Start date

Monday 1 September 2025

Duration

1 year 1 month

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

One apprentice will specialise in a Support Technician role and the other will specialise in a Digital Communications Technician role.

Work is varied as we support a wide range of technical systems. From Microsoft and Linux through to VMware, Azure and AWS, there is plenty of opportunities to develop a broad skill set and focus on new and interesting technologies.

Resolving faults and explaining to the client the work you have carried out
Troubleshoot hardware and software issues in person, remotely, and via phone
Fixing and maintaining equipment such as printers, laptops, PC's and tablets
Assisting with system upgrades and setting up new devices
Recording problems within CRM systems so that task histories can be reviewed
Provide excellent customer service
To respond without delay to clients IT needs and issues
To demonstrate a willingness to work flexibly sometimes outside of core hours, in response to service demands
To maintain an awareness of new and innovative technologies

Where you'll work

154 Oxford Road
Temple Cowley
Oxford
Oxfordshire
OX4 2EB

Training

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

College or training organisation

ABINGDON AND WITNEY COLLEGE

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

Delivery model:
• Work-based training with your employer
• Day release during term time (approximately 1 day a week for 1 year)
• Regular meetings with your training coordinator to monitor progress and well-being
• Approximately four on-site assessment visits per year
• Level 2 Functional Skills in Maths and English (7 days at college for each, if required)
• Off the job training will count for at least 6 hours a week of an apprentice’s time at work

Qualifications included:
• Level 2 Functional Skills in English and Maths (if required)
• Level 3 Information Communications Technician Apprenticeship

End Point Assessment:
• Work based project and presentation
• Portfolio based interview

Requirements

Essential qualifications

GCSE in:

Maths & English (grade A*- C / 9 - 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
Number skills
Analytical skills
Logical
Team working
Initiative

Other requirements

Please apply as soon as possible for this role. Should the right candidate be found prior to the closing date, then the vacancy may be closed early. Apprenticeship Assessment and Information Session: Any new person applying for apprenticeship roles where Abingdon and Witney College deliver the training will be required to attend an Apprenticeship Assessment and Information Session at Witney or Abingdon campus. This will consist of a series of initial assessments (required prior to any apprenticeship offer), completion of essential paperwork, the opportunity to find out more about the apprenticeship process, the training included, and a forum for your questions. As a new Apprenticeship applicant, you will only have to undergo this process once. If you would like to talk to us about the assessments or if you would need any extra support to attend the Apprenticeship Assessment and Information Session, please call us on 01235 216216. Qualification checks: By applying for this vacancy, you are giving Abingdon and Witney College permission to undertake a Learner Record Service check on your previous qualifications. We make every effort to ensure that applicants from non-traditional academic backgrounds or those who may not have the formal GCSE entry requirements can access apprenticeships where possible. The National Minimum Wage (NMW) for Apprentices is £7.55 per hour from April 2025. This applies to 16 - 18 year old apprentices and those aged 19 and over during the first year of their apprenticeship. After this, the National Minimum wage appropriate to their age applies. The Wage for apprentices applies to both time spent on the job plus time spent training.

About this company

Wise serve is a Limited company registered in England and Wales trading as Computer Assistance based in Oxford. We are one of the largest independent IT support companies in Oxford with acclaimed customer service since 1996. We offer remote and on-site IT support, Web design and development, computer sales and repair services, telecoms, expanding our services every year.

http://www.computerassistance.co.uk (opens in new tab)

Company benefits

Gym Membership Scheme

After this apprenticeship

A high chance of full time employment upon successful completion of apprenticeship

Ask a question

The contact for this apprenticeship is:

ABINGDON AND WITNEY COLLEGE

Mike

apprenticeships@abingdon-witney.ac.uk

01235216216

The reference code for this apprenticeship is VAC1000321050.

Apply now

Closes on Friday 20 June 2025

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