Helpdesk IT support technician Apprentice

Flex IT

SHREWSBURY (SY3 7FA)

Closes on Wednesday 10 September 2025

Posted on 6 August 2025

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Summary

Providing first-line technical support to customers via phone, email, and helpdesk software (Connectwise), ensuring responses align with agreed service levels. Key responsibilities include logging and managing support tickets, performing daily backup checks, and configuring and installing IT hardware such as workstations, laptops, and printers.

Wage

£15,704 a year

Check minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday - Friday 8:30am - 5pm

37 hours 30 minutes a week

Start date

Thursday 11 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

Responding in line with SLAs to customer support requests:

  • Telephone
  • Email
  • Connectwise
  • Verbal      

Answering telephone using standard procedures:

  • Logging support calls onto helpdesk software (Connectwise) if customer has not already logged
  • New user creation for customers
  • Daily backup checks
  • Configuration and installation of workstations, laptops, printers, routers and any other hardware as required.  Usually at Flex but may be at customer site
  • Keeping customer updated when working on support tickets via Connectwise
  • Working to resolve helpdesk issues in a timely manner but escalating to 2nd line if required
  • Entering time on Connectwise
  • Creating documentation on any installations, or updating calls as required
  • Transfer of equipment from reception to Flex work area.
  • Assisting all members of Flex

Potential customer site visits as role progresses alongside Flex staff member therefore ability to drive would be preferred.

Where you'll work

1 BRASSEY ROAD
SHREWSBURY
SY3 7FA

Training

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

Training provider

TELFORD COLLEGE

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

Information Communications Technician Level 3.

Requirements

Essential qualifications

GCSE in:

  • English (grade Level 2 FS or GCSE 4,C)
  • Maths (grade Level 2 FS or GCSE 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
  • Customer care skills
  • Problem solving skills
  • Administrative skills
  • Analytical skills
  • Logical
  • Initiative

About this employer

Flex initially grew out of working as part of one of Shropshire’s largest accountancy practices. The skills and knowledge our team acquired by working within the professional services industry has been the perfect grounding for working with many businesses. Integrity, professionalism, the very best services and implementing cost efficient solutions are at the top of our list.

https://www.flexit.co.uk/ (opens in new tab)

After this apprenticeship

The right candidate will have the opportunity to secure a full-time position with the employer and continue to grow their career within the business.

Ask a question

The contact for this apprenticeship is:

TELFORD COLLEGE

Thomas Ruston

tom.ruston@telfordcollege.ac.uk

07887661847

The reference code for this apprenticeship is VAC1000335775.

Apply now

Closes on Wednesday 10 September 2025

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