1st Line Support Apprentice
VIRTUAL I T LTD
Bedfordshire (LU6 3HS)
Closes in 28 days (Friday 26 December 2025 at 11:59pm)
Posted on 28 November 2025
Contents
Summary
The apprentice will join the Customer Service Team providing administrative and hardware support to the 1st Line and Projects and Implementation teams. You will report directly to the 2nd Line Team Leader who works within the Customer Services Department.
- Wage
-
£15,704 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday - Friday (9:00am - 5:30pm)
Shifts TBC
38 hours a week
- Start date
-
Monday 5 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
The apprentice will join the Customer Service Team providing administrative and hardware support to the 1st Line and Projects and Implementation teams. You will report directly to the 2nd Line Team Leader who works within the Customer Services Department. You will be required to work in the build room as well as working on specific tasks in the field defined with you by the Management Team.
The apprentice will join the 1st Line Team providing administrative and remote support to our fast-growing customer base. You will report directly to the 1st Line Team Leader who works within the Customer Operations group. You will be required to work on the Helpdesk as well as working on specific projects and tasks defined with you by the Management Team. You will not be a call logger, with the expectation being that by the end of your tenure you can resolve at least 85% of all the incidents you log yourself.
General Skills & Experience:
- Strong customer care and client facing skills
- Good verbal and written communications skills
- Excellent telephone manner
- Organised, focused and rigorous
- Proven problem-solving skills
- Able to work in a team environment
- Must have desire and ability to develop new skills on the job
- Strong team focus and ability to work with and without direct supervision
Attitude:
- Mature attitude in a professional environment
- Desire to be a team player
- Looking for challenges and solutions
- Promotes customer service
- Can do’ attitude
- Sense of humour
Technical Skills - An awareness of:
- IT hardware
- Windows operating systems
- Microsoft Office
Where you'll work
8, Kensworth Gate 200-204
High Street South
Dunstable
Bedfordshire
LU6 3HS
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
JUST IT 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
- Information Communications Technician Level 3 Apprenticeship Standard
- You will also receive full training and support from the Just IT Apprenticeship Team to increase your skills
Requirements
Essential qualifications
GCSE in:
- English (grade C/4 +)
- Maths (grade C/4 +)
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
- Administrative skills
- Analytical skills
- Logical
- Team working
- Initiative
- Passion for ICT
- Motivated
- Positive attitude
- Hard-working
- Hardware and software
- Troubleshooting
- Windows 11 operating system
About this employer
Virtual IT was created to provide a best-in-class corporate IT infrastructure and service solutions to SMEs, and since then we have grown to a team of nearly 100 employees. Headquartered in North West London and with offices across the south-east, we are among the leading Managed Services Providers in the South of England, supporting over 700 organisations and tens of thousands of users with their IT and cyber security needs.
Our experienced and structured teams deliver a comprehensive range of IT services including, cutting-edge Cyber Security, Helpdesk & On-Site IT Support, Cloud and Modern Workplace solutions, and Communications solutions. These solutions are always carefully tailored to our clients, enabling them to get the best from their IT, with solutions that can scale harmoniously with their business.
After this apprenticeship
Potential full-time position for the right candidate after completion of the apprenticeship.
Ask a question
The contact for this apprenticeship is:
JUST IT TRAINING LIMITED
The reference code for this apprenticeship is VAC2000002776.
Apply now
Closes in 28 days (Friday 26 December 2025 at 11:59pm)
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