IT Support Technician Apprentice

CONTAMAC LIMITED

Saffron Walden (CB11 3AU)

Closes in 12 days (Thursday 7 August 2025)

Posted on 24 July 2025

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Summary

You will be part of our IT support function providing 1st line support for internal staff. Were possible, you will apply troubleshooting methodology and tolls to resolve the incident. For more complex incidents, you will work with senior colleagues to provide the same service level until the incident is resolved.

Wage

£17,992 a year

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Training course
Information communications technician (level 3)
Hours
Monday to Friday (08:30- 17:00)

37 hours 30 minutes a week

Start date

Thursday 14 August 2025

Duration

1 year 3 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

Daily roles and responsibilities but not limited to:

  • Provide technical support to internal staff through a range of communication channels
  • Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools
  • Document or escalate ICT tasks as appropriate to ensure a clear audit trail and progression of issues
  • Communicate with all levels of stakeholders, talking them through steps to take to resolve issues or set up systems, keeping them informed of progress and managing escalation and expectations
  • All helpdesk duties; dealing with internal customers in person and incoming calls, emails and messaging tools
  • Helpdesk duties (completing tickets), and understanding correct processes for escalating issues to 1st, 2nd or 3rd Line Engineers as appropriate, or to other technical specialists within the Organisation
  • Practice guided continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development
  • Helping with IT administration tasks

Where you'll work

Carlton House Shire Hill
Saffron Walden
CB11 3AU

Training

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

Training provider

LIFETIME TRAINING GROUP LIMITED

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

This training schedule 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 C/4)
  • Maths (grade C/4)

Desirable qualifications

GCSE in:

IT or Digital Related (grade C/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
  • Attention to detail
  • Team working

About this employer

Contamac is the world’s largest manufacturer of contact and intraocular lens materials, and a leading innovator in the development of specialist polymers and biocompatible materials for medical applications. We don’t make contact or intraocular lenses – our customers do, from our materials.

After this apprenticeship

  • Ongoing Training and Development

Ask a question

The contact for this apprenticeship is:

LIFETIME TRAINING GROUP LIMITED

The reference code for this apprenticeship is VAC1000333474.

Apply now

Closes in 12 days (Thursday 7 August 2025)

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