Apprentice IT Engineer
EVERYTHING TECH LIMITED
Derby (DE1 1EQ)
Closes in 20 days (Friday 22 August 2025 at 11:59pm)
Posted on 1 August 2025
Contents
Summary
To act as the first point of IT support contact for all customers. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set Company Service Level Agreements.
- Wage
-
£17,000 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday – Friday 9am till 5pm
37 hours 30 minutes a week
- Start date
-
Monday 25 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
Key Tasks and Responsibilities:
- To provide a professional and personal first point of contact to all customers.
- To provide proactive first line IT Support to all customers.
- To ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask.
- To proactively contact and chase customers until a resolution has been achieved or the issue is escalated.
- To deliver exceptional Customer Service striving to achieve first time resolution.
- To escalate relevant and more complex work to the more experienced Service Desk Technicians after initial assessment and within a relevant time scale.
- To proactively manage all personal workloads, ensuring all tickets are worked within the set Service Level Agreements.
- To achieve the set Service Desk KPIs and Service Level Agreements.
- To adhere to all Service Desk technical processes and guidelines as well as company processes and standards as per the handbook.
- To undertake maintenance tasks for monitored systems.
- To prepare customer hardware or software ready for project delivery.
- To ensure the Autotask system is fully updated with all activity including notes, to do’s and knowledge bank information.
- To take on ad hoc project work.
- To proactively seek feedback on ticket closures to improve customer satisfaction.
- To contribute towards a personal development plan, ensuring technical knowledge is continually improved.
- To undertake and assist with any other roles to ensure the smooth running of the business.
- Responsible for following the companies ISMS while monitoring the performance of it and reporting issues to top management.
Where you'll work
The Old Post Office
Victoria St
Derby
DE1 1EQ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
ALTHAUS DIGITAL 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
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
Working towards a Level 3 Information Communications Technician apprenticeship standard.
Requirements
Essential qualifications
GCSE in:
- English (grade 4/C)
- Maths (grade 4/C)
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
- Organisation skills
- Problem solving skills
- Logical
- Team working
- Initiative
About this employer
"We’re a trusted IT support and managed services provider with a strong presence across Manchester, Derby, Sheffield, Nottingham, and serving businesses across the South of England. Whether you need a complete IT team replacement or expert support alongside your existing IT staff, our award-winning, tailored approach helps businesses work smarter and safer. From leveraging Microsoft’s modern workplace tools to delivering robust cybersecurity and reliable backup solutions, we keep your business protected and productive. Partner with a local IT provider committed to supporting your growth and technology needs, wherever you are."
After this apprenticeship
There is the potential for this to progress into a full-time position at the end of the level 3 apprenticeship, providing the successful candidate works hard and demonstrates value to the business.
Ask a question
The contact for this apprenticeship is:
ALTHAUS DIGITAL LIMITED
Tasha Wright
talent@althausdigital.co.uk
The reference code for this apprenticeship is VAC1000335226.
Apply now
Closes in 20 days (Friday 22 August 2025 at 11:59pm)
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