IT SUPPORT APPRENTICE

Summary

This role sits within our Service Desk team and operates the Service Desk to receive client calls and provide solutions to client issues and a high-level of client service and support. This role supports client retention and satisfaction through the receipt of effective and efficient IT support.

Wage

£18,000 a year

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Training course

Information communications technician (level 3)

Hours

Monday to Friday, 9.00am to 5.00pm.

37 hours 30 minutes a week

Start date

Friday 15 August 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

This is a remote role, with occasional visits in the BRISTON office when asked, ideally you would be a driver!

To resource the Service Desk and provide responsive and client focussed Level 1 support, ensuring high client satisfaction
Evaluate, accurately categorise and perform remote troubleshooting through diagnostic techniques to ensure timely resolution of client queries and issues
Record client queries and resolutions to contribute to a knowledge base for future reference
Escalate unresolved issues to the next level of support; ensuring client expectations are managed and timescales are shared with customers
Provide client after care by following up with clients to ensure their IT systems are fully functional after troubleshooting
Maintain and keep up to date self-help documents for customer self-service and troubleshooting
Actively contribute to the organisation’s sustainability goals by adopting environmentally responsible practices in daily work. This includes minimising resource waste, promoting energy efficiency, and supporting the company’s initiatives to reduce its carbon footprint
Stay informed about the company’s sustainability policies and initiatives, actively participating in training and awareness programs
Foundation level of understanding of computer systems, mobile devices, and other technology products
Ability to diagnose and resolve non-complex technical issues
Effective verbal and written communication skills
Ability to remain calm and provide a client-oriented service

Where you'll work

7 Unity Street
Bristol
BS1 5HH

Training

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

College or training organisation

JUST IT TRAINING 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

Information Communication Level 3 (ICT) Apprenticeship Standard
You will also receive full training and support from the Just IT apprenticeship team to increase your skills
Your training will include gaining a Level 3 ICT qualification

Requirements

Essential qualifications

GCSE in:

English (grade 4/C and above)
Math (grade 4/C and above)

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
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Patience

Other requirements

This is a remote role with occasional visits to Bristol, ideally you would be a driver.

About this company

At Inflection Point, our strength lies in our tightly-knit, vibrant team hailing from various parts of the UK. When you reach out to us, you're not just tapping into technical expertise; you're engaging with real individuals brimming with dedication and passion for what they do. We champion a people-first approach in every sense. With us, there's no jargon, no scripted responses, and certainly no chatbots. Instead, we offer genuine human interaction, led by a diverse group of professionals who bring their unique blend of insights, perspectives, and warmth to the table. Whether it's over a call or an email, rest assured, you're communicating with someone who's deeply committed to understanding your needs and addressing your challenges.

https://inflectionpoint.uk/about-us/ (opens in new tab)

After this apprenticeship

Possibility to secure a full-time position after successful completion of apprenticeship.

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