Apprentice Information Communications Technician

City College Norwich

Norfolk (NR2 2LJ)

Closes in 20 days (Friday 15 August 2025 at 11:59pm)

Posted on 23 July 2025

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Summary

An Information Communications Technician supports daily IT operations for staff and students. This role includes elements of cybersecurity, user accounts, troubleshooting technical issues, software & hardware installation and maintenance, and logging or escalating issues via service desk call management to ensure smooth and secure IT operations.

Wage

£14,526.20 to £23,492.04, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

Annual Leave - 26 days plus bank holidays

Training course
Information communications technician (level 3)
Hours
Monday to Friday, shifts to be confirmed.

37 hours 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

  • Answering the telephone
  • Assisting users with common issues relating to hardware, software, web applications and connectivity
  • Password resets and restoring lost files
  • Setting up new user accounts
  • A countless variety of complex and intriguing problems that require a keen, enquiring and logical mind to troubleshoot

Where you'll work

5 Ipswich Road
Norwich
Norfolk
NR2 2LJ

Training

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

Training provider

CITY COLLEGE NORWICH

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

Training schedule

  • The release pattern for this course is once a week for the first 30 weeks (term- time only) at City College Norwich
  • Additional sessions (including examinations) may be run in holiday periods if needed, and by prior agreement with the apprentice and the employer

Requirements

Essential qualifications

GCSE in:

  • English (grade 4)
  • Maths (grade 4)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • IT skills
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Analytical skills
  • Logical
  • Team working
  • Initiative

Other requirements

This role involves extended periods working at a computer, requiring concentration and attention to detail. Tasks may include troubleshooting under pressure, managing multiple requests, and occasional physical work like setting up hardware or visiting different sites for support.

About this employer

City College Norwich is a highly successful, inclusive, and innovative college delivering life-changing learning to around 10,000 students, apprentices, and adult learners each year. Underpinned by our focus on excellence in teaching and learning, superb facilities, and collaborative ethos, we are a trusted leader of further and higher education for learners and employers throughout Norfolk and the wider region. Our diverse curriculum offer has evolved and expanded through mergers with Paston College in 2017 and Easton College in 2020. We were rated 'Good' by Ofsted in October 2021, and ‘Outstanding’ for our high needs provision, and our financial health has consistently been rated as good.

https://www.ccn.ac.uk/ (opens in new tab)

Company benefits

Pension Scheme; College Rewards - discounts and/or cashback from a wide selection of retailers; Company Paid Health Plan; Eye Care Vouchers for VDU eye tests; Travel - Discounted, bus, rail and park and ride tickets.

Disability Confident

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

A position may be available for the right candidate following successful completion of the apprenticeship. The business is looking for somebody who wants to develop and gain a position following their apprenticeship.

Ask a question

The contact for this apprenticeship is:

CITY COLLEGE NORWICH

CCN Apprenticeships

apprenticeships@ccn.ac.uk

01603 773365

The reference code for this apprenticeship is VAC1000333393.

Apply now

Closes in 20 days (Friday 15 August 2025 at 11:59pm)

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