ICT Apprentice

Summary

We're excited to offer an excellent opportunity for a motivated individual to join our team as an Apprentice IT Support Technician. This hands-on role allows you to work alongside experienced engineers and gain real-world experience while studying for industry-recognised certifications.

Wage

£14,722.50 to £23,809.50, depending on your age

National Minimum Wage

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Training course

Information communications technician (level 3)

Hours

Full-time Monday to Friday – 37.5 hours per week. 9am – 5pm or 8:30 – 4:30pm. In person at the Ilkley Office, West Yorkshire.

37 hours 30 minutes a week

Start date

Thursday 31 July 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

Providing professional and friendly 1st line technical support to end users via phone, email, and remote tools
Logging and tracking support tickets in our helpdesk system.
Assisting with the setup and configuration of desktops, laptops, and mobile devices
Supporting and maintaining Office 365 environments (Outlook, Teams, SharePoint)
Installing authorised software and updates
Diagnosing and resolving basic hardware/software/network issues
Assisting with our cybersecurity duties
Assisting with documentation and knowledge base updates
Learning to troubleshoot printers, networks, and other infrastructure tools
Participating in monthly reviews and training as part of your apprenticeship

Where you'll work

4 STRATHMORE ROAD
ILKLEY
LS29 8PQ

Training

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

College or training organisation

PRIMARY GOAL LTD

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

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

Requirements

Desirable 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
Administrative skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience

About this company

Ilkley IT Services is a friendly and dynamic Managed Service Provider (MSP) based in the picturesque town of Ilkley in West Yorkshire, providing high-quality IT support to small and medium-sized businesses. We’re passionate about delivering exceptional customer service while maintaining a relaxed and supportive environment that encourages learning and development.

After this apprenticeship

This is a great opportunity for you to develop skills that will enhance your networking career. On passing your Primary Goal apprenticeship, you will gain professional recognition for the Register of IT Technician (RITTech).
We also offer a progressive step in some cases, onto our Level 4 Network Engineer apprenticeship programme.

Ask a question

The contact for this apprenticeship is:

PRIMARY GOAL LTD

Isha Amin-Patel

Isha.Amin-Patel@primarygoal.ac.uk

The reference code for this apprenticeship is VAC1000321176.

Apply now

Closes on Monday 30 June 2025

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