IT Support Apprentice
Genmar
Unit 12, The Links Business Centre (CM23 5NZ)
Closes in 12 days (Thursday 16 October 2025)
Posted on 18 September 2025
Contents
Summary
You will be working alongside the team of currently, 9 support staff. Taking support tickets from customers, communicating with the users, listening, and resolving their issues by remote access via their RMM and ticketing system.
- Wage
-
£18,000 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday (08:45 - 18:00)
40 hours a week
- Start date
-
Thursday 23 October 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
As part of the technical support team, you will work alongside colleagues responding to IT incidents reporting by our customers. This is a customer facing role and no two days are the same. The IT support desk is a busy and fast paced environment and ideal for any person looking to start their career in IT. Reported IT incidents can cover software, hardware, network and cloud technologies.
The main duties of the role consist of:
- Managing calls and liaising with customers and suppliers
- Recording all their requests in the internal tracking system
- Handling incidents reported by users and when needed addressing them or escalating within the department
- Following up incident solving and updating documentation
- Informing users through alerts and communication
- Remote installation of Computer and network hardware and software
- Assist with day to day running of the department
- Setting up of technical equipment and technical fault diagnosis
- Setup of computer hardware to customers' requirements
- Daily - weekly checks
Where you'll work
Unit 12, The Links Business Centre
CM23 5NZ
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
Information Communications Technician (IT Support) Apprenticeship Level 3 Functional skills in maths and English Level 2 if required.
Requirements
Desirable qualifications
Other in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Team Working
- Organisation Skills
About this employer
Genmar support businesses in the South East of England since 1996 to simplify, streamline and secure their IT systems. They provide both outsourced IT Support and Managed IT Services. Affectively, they act like an internal IT department for your business. From answering tech support calls to helping to plan your IT strategy and everything in-between.
After this apprenticeship
The business has a history of retaining apprentice graduates in full-time roles.
Ask a question
The contact for this apprenticeship is:
LIFETIME TRAINING GROUP LIMITED
The reference code for this apprenticeship is VAC1000342778.
Apply now
Closes in 12 days (Thursday 16 October 2025)
Sign in with your GOV.UK One Login to apply.
After signing in, you’ll apply for this apprenticeship on the company's website.