IT Support Level 3 Apprentice

STOPFORD INFORMATION SYSTEMS LTD

CHESTER (CH3 5AN)

Closes in 11 days (Saturday 30 May 2026 at 11:59pm)

Posted on 18 May 2026

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Summary

The purpose of this role is to provide front-line support to clients and contribute to the smooth operation of the Company’s software and internal systems. Working as part of the Support team, the role focuses on handling support queries, resolving user issues, and ensuring a positive client experience.

Wage

£15,600 to £24,784.50, depending on your age

National Minimum Wage

Minimum wage rates (opens in new tab)

The pay may be negotiated and may rise after a probation period has been successfully completed.

Training course
Information communications technician (level 3)
Hours
Monday- Friday 8.30am- 5.00pm with 1-hour unpaid lunch. Training time is included and paid within the working week.

37 hours 30 minutes a week

Start date

Monday 8 June 2026

Duration

1 year 4 months

Positions available

2

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

This position is designed for someone beginning their career in IT through a Level 3 apprenticeship, developing strong communication, technical, and problem‑solving skills while gaining hands‑on experience with live systems, internal tools, and customer support processes.

Key Responsibilities: 

  • Act as a first point of contact for client support queries via phone, email, and ticketing systems
  • Accurately log, monitor, and manage support requests through to resolution
  • Liaise with clients to understand issues and provide functional support where appropriate
  • Escalate technical or complex issues to development teams with clear and complete information
  • Take ownership of assigned issues and follow them through to completion
  • Communicate progress and updates clearly to clients and internal teams

Technical And Operational Responsibilities: 

  • Install and configure test versions of software and perform quality checks
  • Support live system installations, upgrades, and post-deployment checks
  • Perform routine system and service monitoring checks
  • Identify and report areas of concern for further investigation
  • Provide assistance with internal IT infrastructure and liaise with external suppliers where required

During your first week of employment, you will be required to be working from the office for the full week. The following 4 weeks you may be required to attend the office more than 2 days a week. Normal Hybrid working rules will apply thereafter.

Where you'll work

THE STEAM MILL
STEAM MILL STREET
CHESTER
CH3 5AN

Training

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

Training provider

VELOCITY 1ST 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 least 20% of your working hours will be spent training or studying

More training information

The employee is required to:

  • Complete all off-the-job training and study requirements
  • Engage fully with training provider sessions, reviews, and assessments
  • Apply apprenticeship learning in the workplace
  • Off-the-job training time is included within contracted working hours and is paid at the normal rate of pay

Requirements

Essential qualifications

GCSE in:

  • English (grade A*-C/9-4 or equivalent)
  • Maths (grade A*-C/9-4 or 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
  • Administrative skills
  • Analytical skills
  • Logical
  • Team working
  • Initiative

Other requirements

  • Interest in IT systems, software, and technical support
  • Clear and professional communication skills
  • Good attention to detail and a methodical approach to problem solving
  • Ability to manage tasks and priorities effectively
  • Comfortable working independently and as part of a team
  • Willingness to learn and apply new technical knowledge
  • Customer-focused mindset

About this employer

Stopford has been providing easy-to-use online booking and management systems to local government organisations for more than 20 years.The company places strong emphasis on working closely with its clients. From the initial stages through to delivery, Stopford collaborates with authorities to understand their specific needs and create scalable, cost-effective solutions. These systems are designed to improve and modernise service delivery. Based at Steam Mill in Chester, Stopford has built a team of highly skilled developers and software engineers. This team works to turn each client’s vision into reality, delivering customised systems that meet individual goals.Over the years, Stopford has supported millions of bookings across local services, including appointments and room bookings. Today, it continues to be one of the leading providers of software solutions for local government.

https://stopford.com (opens in new tab)

Company benefits

  • Medicash Level 2 Proactive Plan
  • 24/7 access to BUPA Employee Assistance Programme
  • Hybrid working: 3 days from home, 2 days in the office
  • Regular team socials

After this apprenticeship

  • The role offers long term security and the opportunity to progress into a permanent position

Ask a question

The contact for this apprenticeship is:

VELOCITY 1ST LIMITED

Ivana

ivana@velocity-academy.co.uk

The reference code for this apprenticeship is VAC2000032191.

Apply now

Closes in 11 days (Saturday 30 May 2026 at 11:59pm)