IT Support Technician Apprenticeship

Summary

Working as part of the Customer Experience Team to support IT helpdesk queries, design, develop, test, and implement IT solutions and to provide ongoing support directly to end users.

Wage

£16,000 a year

Check minimum wage rates (opens in new tab)

Training course

Information communications technician (level 3)

Hours

Monday to Friday, 9.00am to 5.00pm.

37 hours 30 minutes a week

Start date

Monday 1 September 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

Purpose:

This role is for someone who believes that great technology should empower people to do their best work.

As part of the IT Team, this role will ensure that TDM’s digital tools, platforms, and infrastructure run smoothly, securely, and efficiently, playing a key role in maintaining and improving the technology environment that underpins our tech and digital programmes.

This role will support staff and learners to stay connected, productive, and protected, and will directly contribute to the organisation’s ability to operate reliably, scale effectively, and deliver digital learning experiences with confidence.

By upholding TDM’s values and championing best practices, this role will help us deliver outstanding programmes.

Core Values (right person):

Do well by doing good.
Gain creativity by being driven.
Gain control by being accountable.
Gain impact by being productive.
Gain trust by being considerate.
Gain growth by being vulnerable.

Core responsibilities (right seat):

Provide general IT support, working with employees/learners to identify computer/system problems and advise on the solution.
Test and fix faulty equipment and troubleshoot issues via helpdesk ticketing system.
Suggest infrastructure or software-based productivity solutions and implement these in the organisation where relevant.
Update self-help documentation for users as required.
Support physical and digital infrastructure transformation projects.
Support users in the efficient use of software.
Utilise software packages and tools such as collaborative technologies.
Maintain an awareness of current, emerging and fringe technologies.
Support and implement ICT-related projects that help to modernise ICT in line with current developments in technology.
Carry out the installation of hardware, software and any other ICT equipment, ensuring they are safe before use.
Repair and maintain ICT equipment to maximise efficiency.
Support the delivery of TDM programmes through administering various IT support needs in the delivery team such as administration and invigilation of the exams via Pearson Vue or virtual testing systems.
Support for the overall networking and connectivity in physical and virtual offices, ensuring tidiness and compliance with policies to ensure compliance.
Support and contribute to the overall ethos of TDM.
Keep up-to-date with developments in ICT and update practices where necessary.
Ensure all data is handled, stored and disposed of in accordance with the Data Protection Act 2018 and the UK GDPR. 
Any other duties as directed by your line manager and/or a Director. 
Ensure compliance with all TDM policies, procedures and legal responsibilities, including safeguarding, ISO9001, Confidentiality, Data Protection and Cyber Essentials.

Where you'll work

COUNTY HOUSE
G12 ST. MARYS STREET
WORCESTER
WR1 1HB

Training

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

College or training organisation

THE DEVELOPMENT MANAGER 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

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

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
Problem solving skills
Logical
Team working

Other requirements

Office based (usually Worcester with very occasional travel to Birmingham), with the option to be hybrid once proficiency achieved.

About this company

The Development Manager are a Government funded training provider supporting employers across England through the delivery of tech and digital apprenticeships and training from Level 3 through to Degree.

After this apprenticeship

Potential to progress into a full time position and continue onto a Level 6 Degree Apprenticeship.

Ask a question

The contact for this apprenticeship is: