Apprentice Support Technician

I I T A C LTD

ROSSENDALE (BB4 8ES)

Closes in 28 days (Friday 25 July 2025 at 11:59pm)

Posted on 25 June 2025

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Contents

Summary

IITAC provides complex, resilient IT & communications solutions. Working with forward-thinking customers & suppliers to deliver cutting-edge solutions which enhance people's daily lives and keep them safe, secure and connected. We are seeking a forward-thinking, dedicated and IT-savvy apprentice to join our growing team.

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday to Friday, 9.00am - 5.00pm.

37 hours 30 minutes a week

Start date

Monday 6 October 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

Company Overview

At IITAC, we value providing superior customer service and are committed to the successful operation of our information technology systems. The role of help desk technician will assist our customers with questions and problems concerning computer systems, hardware, and
software.

The technician will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, aiming to resolve issues with efficiency and maintaining a high level of customer satisfaction. The role requires excellent problem-solvers with outstanding communication and customer service skills.


Job Purpose

To provide a consistent high level of customer service by providing timely, effective and knowledge-based IT support to all IITAC customers, fielding questions and concerns to provide optimal IT-based solutions.

Objectives

  • Provide quick and effective assistance with information technology systems
  • Guide customers remotely and in person through systems configuration, troubleshooting and maintenance
  • Listen attentively to customers’ questions and concerns and offer optimal solutions
  • Prioritise customer satisfaction in all communications, directing unresolved issues to next-level personnel
  • Work with desktop support engineers to provide customers with superior service
  • Represent IITAC with professionalism and integrity while helping to advance our company mission

Responsibilities

  • Respond to tech enquiries over the phone, via email, through online chats, or in person
  • Inform customers about IT products and services
  • Walk customers step-by-step through the problem-solving process
  • Help with troubleshooting hardware and software
  • Follow up with customers to maintain high level of service
  • Communicate customer feedback to the appropriate internal team members

Skills and qualifications

  • Excellent problem-solving and analytical skills
  • Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
  • The ability to break down technological processes and deliver clear, step-by-step instructions
  • Patient, friendly demeanour with a great aptitude for listening
  • Strong verbal and written communication skills
  • Commitment to providing exceptional customer service

Personal Attributes

  • Passion for problem-solving and customer service
  • Tech savvy, with experience working in a tech-related field
  • Ability to diagnose and resolve a variety of technical issues
  • Team-oriented mindset with an openness to constructive feedback
  • Eagerness to learn new technologies and systems

Where you'll work

409-410 KINGFISHER CENTRE
BURNLEY ROAD
RAWTENSTALL
ROSSENDALE
BB4 8ES

Training

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

College or training organisation

BURNLEY 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

Day-release training will take place at Burnley College. 

Requirements

Essential qualifications

GCSE in:

Maths and English (grade A*-C/9-4)

Desirable qualifications

A Level in:

Any subject (grade A*-C)

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
  • Problem solving skills
  • Analytical skills
  • Logical
  • Team working
  • Patience
  • Great aptitude for listening
  • Friendly demeanour
  • Tech savvy
  • Eagerness to learn

About this company

IITAC provides a comprehensive range of leading edge IT and communications services to companies and organisations, large and small, around the world.

https://iitac.com/ (opens in new tab)

After this apprenticeship

Potential for employment on successful completion of the apprenticeship. 

Ask a question

The contact for this apprenticeship is:

BURNLEY COLLEGE

Themis Team

themis@burnley.ac.uk

01282 733005

The reference code for this apprenticeship is VAC1000328110.

Apply now

Closes in 28 days (Friday 25 July 2025 at 11:59pm)

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