IT Support Apprentice / Field Technician (ITSSIE Limited)
ITSSIE LIMITED
ESSEX (CM18 7BL)
Closes in 22 days (Monday 1 December 2025 at 11:59pm)
Posted on 4 November 2025
Contents
Summary
1st Line IT Support Apprentice based in Harlow. Supporting local businesses within a 10-mile radius of the office supporting customers both onsite and remote from the office location.
- Wage
-
£17,290 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday - Friday, 9.00am - 5.00pm (1 Hour Lunch)
35 hours a week
- Start date
-
Saturday 17 January 2026
- 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
- Be a friendly face of IT while users are experiencing problems.
- Taking requests from users via in email, ticketing system, telephone and in person
- Logging full details of time and work undertaken to ticketing system
- Completing initial troubleshooting in a timely manner
- Monitor the Support ticket system for incidents requiring escalation or urgent attention
- Build and maintain desktop/laptop PCs/Macs and Windows Servers
- Follow and apply IT policies and procedures applicable to each client
- Help and advice with Ad-Hoc IT requirements from clients
- Diagnose and resolve hardware and software faults
- System health checks
- Software and App support
- Travel to visit other business to help with IT Support
- Travel to other business to collect equipment from customer sites
- Install Hardware on clients sites
- Install infrastructure wiring on clients sites
- Undertake other such duties as may be reasonably required, including the possibility of out of hours working when required for projects
Where you'll work
OFFICE 42 LATTON BUSH CENTRE
SOUTHEN WAY
HARLOW
ESSEX
CM18 7BL
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
FIREBRAND TRAINING 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
More training information
Firebrand’s sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation. Options include pathways for Support Technician, Network Technician and Digital Communications Technician.
Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors.
Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship:
- Microsoft Certified Azure Fundamentals (AZ-900)
- CompTIA IT Fundamentals+
- Certiport IT Specialist Networking
- Microsoft Certified Azure Administrator Associate (AZ-104)
Key areas covered are:
Support Technician:
- Maintenance or repair of systems faults
- Support for the roll-out of installation and commission of new systems or upgrades
Network Technician:
- Installation and commission of networks
- Maintenance or repair of network equipment
- Installation, configuration or maintenance task on either ICT related hardware or software
Digital Communications Technician:
- Installation and commission of telecoms networks
- Maintenance or repair of telecoms network equipment
- Installation, configuration or maintenance task on either ICT related hardware or software
Requirements
Essential qualifications
GCSE in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Problem solving skills
- Troubleshooting skills
- Outlook, Excel and Word skills
- High customer focus
- Can do attitude
- Interpersonal skills
- Friendly/confident personality
- Keen interest in IT
- Able to learn fast and adapt
- Time management skills
- Able to prioritise tasks
- Flexible and adaptable
Other requirements
Full UK Driver’s license required due to being a Field Technician.
About this employer
ITSSIE Ltd is a company based in Harlow, specializing in IT Support for small to medium sized businesses in and around the Essex area. ITSSIE Ltd is able to provide tailored solutions for all aspects of IT including installations, taking pride in a personalised solution to fit the customer’s needs, and using their knowledge and experience to give advice on what is required and ensuring projects are completed to a high standard.
After this apprenticeship
- Full time position may be available for candidate at the end of the apprentice
Ask a question
The contact for this apprenticeship is:
FIREBRAND TRAINING LIMITED
Leia Knights
LeiaKnights@bpp.com
01133500333
The reference code for this apprenticeship is VAC1000349370.
Apply now
Closes in 22 days (Monday 1 December 2025 at 11:59pm)
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