IT - First Line Support Apprentice
PURE OFFICES LIMITED
Reading (RG1 3BE)
Closes in 17 days (Friday 12 June 2026 at 11:59pm)
Posted on 26 May 2026
Contents
Summary
Do you have a genuine interest in IT? The First Line IT Support serves as the initial point of contact for internal users seeking assistance with IT issues. This role focusses on delivering fast, accurate, and customer‑centric support while ensuring issues are triaged effectively and resolved or escalated appropriately.
- Wage
-
£15,600 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday, 8.30am - 5.00pm.
37 hours 30 minutes a week
- Start date
-
Monday 6 July 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
- Provide first‑line technical support for Bespoke Software, Microsoft products including Windows 11, Microsoft 365 and Teams.
- Provide support to end users using Bespoke Network Management platform, system training will be provided with the role.
- Diagnose and resolve basic hardware, software and network issues.
- Log, categorise, and prioritise incoming incidents and service requests.
- Deliver clear, friendly, and professional communication to end users, ensuring a positive support experience.
- Follow established troubleshooting workflows and knowledge‑based articles to resolve issues efficiently.
- Escalate incidents to IT Support Manager with detailed diagnostic notes.
- Support user onboarding activities such as account creation, licence assignment, and access provisioning.
Where you'll work
The Blade
Abbey Square
Reading
RG1 3BE
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
WEST BERKSHIRE TRAINING CONSORTIUM
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
Training will be tutor-led, one day a month and is delivered remotely. Apprentices have a monthly 1-1 review meeting.
Requirements
Essential qualifications
GCSE in:
- English (grade 4)
- Maths (grade 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
- Logical
- Initiative
About this employer
Our Mission.
Pure Offices was founded in 2007 with one aim - to offer quality and flexible office solutions to businesses around the country, from start-ups to global corporates. We are proud of our centres which have been carefully designed to maximise wellbeing in the workplace. From plenty of natural light, good ventilation and smart interiors through to sustainable initiatives such as solar panels, sourcing energy from renewable sources and low energy lighting. Our offices meet the demands of the modern business which, when twinned with excellent levels of customer service, gives the ultimate hassle free, easy in- easy out, office experience.
After this apprenticeship
Ongoing training and personal development are encouraged.
Ask a question
The contact for this apprenticeship is:
WEST BERKSHIRE TRAINING CONSORTIUM
Rachel Eaves
rachel@wbtc-uk.com
07922426414
The reference code for this apprenticeship is VAC2000033448.
Apply now
Closes in 17 days (Friday 12 June 2026 at 11:59pm)