Level 3 ICT Apprentice

Sandwell Metropolitan Borough Council

Oldbury (B69 3DB)

Closes in 16 days (Wednesday 20 August 2025 at 11:59pm)

Posted on 4 August 2025

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Summary

An excellent opportunity to work in the busy ICT Desktop and Adoption team within Sandwell Council as an ICT Apprentice. This opportunity will provide real work experience, at the same time as gaining qualifications, and kickstart your career in ICT.

Wage

£14,526.20 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course
Information communications technician (level 3)
Hours
Monday to Friday - exact hours to be confirmed by employer.

37 hours a week

Start date

Monday 6 October 2025

Duration

1 year 5 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

Your main jobs and duties will consist of:

  • Logging all staff IT issues
  • Dealing with enquiries from customers (face to face, via the telephone, email, etc)
  • Offering appropriate IT troubleshooting, advice and guidance through relevant training
  • Being trained to ensure that all requests are logged appropriately, and workload is managed effectively
  • Ensuring that priority setting and escalation procedures are applied effectively
  • Effective use of knowledge base and other systems to retrieve and update information accordingly
  • Working closely with the supervisor to ensure effective use of working week
  • Helping to maintain the ICT Learning Hub to ensure the content to being kept up to date
  • Help promote new technology and ICT changes through videos, live events, voice overs and drop-in sessions

Where you'll work

Freeth Street
Oldbury
B69 3DB

Training

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

Training provider

QA 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

At the end you will gain a Level 3 Information Communications Technician apprenticeship standard. This will include any Functional Skills as appropriate. 

The apprenticeship training will be delivered in the workplace, as you will receive visits from a college assessor. The apprenticeship will also include a proportion of 20% Off the Job Training and a robust programme of Mandatory Apprentice Training provided by Sandwell Council to include Workplace Professionalism and Equality and Diversity.

Requirements

Essential qualifications

GCSE in:

  • English Language (grade Grade A*-C/9-4 /L2 equivalent)
  • Maths (grade Grade A*-C/9-4 /L2 equivalent)
  • one other subject outside of English Lang. & Maths (grade Grade A*-C/9-4 /L2 equivalent)

Desirable qualifications

GCSE in:

IT (grade Grade A*-C/9-4 /L2 equivalent)

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
  • Customer care skills
  • Problem solving skills
  • Logical
  • Team working
  • Initiative
  • Non judgemental
  • Patience
  • Willingness to learn
  • Reliable and trustworthy
  • Self-motivated
  • Positive and enthusiastic
  • Able to follow instructions
  • Maintain confidentiality

Other requirements

Working at a computer all day, answering high volumes of calls, expected to work in a professional manner representing the company at all times and required to multi-task. You must be willing to work at other council buildings within the borough as required. You must be willing and able to attend training and undertake learning as required.

About this employer

Sandwell is a large, multicultural metropolitan borough situated in the heart of the Black Country, to the west of Birmingham, within the West Midlands conurbation and with a population of over 280,000. The Council is one of the largest employers in the Borough with employees in a variety of occupations, providing a comprehensive range of services. For more information about Sandwell Council’s apprenticeship programme and our recruitment process please visit our YouTube channel. Find out more information on Sandwell’s Values and Behaviours on the council’s webpage. For more information on careers in local government you can view a copy of the Local Government Career Guide.

http://www.sandwell.gov.uk (opens in new tab)

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

The post is offered on a fixed-term contract to cover the duration of the apprenticeship training. You will receive support and guidance to identify and apply for any further apprenticeships or internal jobs that you are suitably experienced and qualified for. Our 'Next Steps' workshop will help you to identify the skills that you have gained throughout your apprenticeship in order to update your CV and apply for any opportunities.

Ask a question

The contact for this apprenticeship is:

Sandwell Metropolitan Borough Council

Rich Nettleton

rich_nettleton@sandwell.gov.uk

The reference code for this apprenticeship is VAC1000335490.

Apply now

Closes in 16 days (Wednesday 20 August 2025 at 11:59pm)

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