ICT Apprentice

Sunderland City Council

Sunderland (SR1 3AD)

Closes in 12 days (Monday 22 June 2026)

Posted on 9 June 2026

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Summary

Are you looking to kickstart a career in ICT? You will receive full support throughout your programme while gaining hands-on experience within a busy and creative team.

• Wage:

  £18,193 a year

  Minimum wage rates (opens in new tab)

  First year of apprenticeship for all - £9.43 per hour will apply ; Second year of apprenticeship and beyond aged 18-20 - £10.85 per ; Second year of apprenticeship and beyond aged 21 and over - £12.71

• Training course: Information communications technician (level 3)
• Hours: Monday to Friday, 9.00am - 5.00pm (flexible working pattern).

  37 hours a week

• Start date:

  Tuesday 1 September 2026

• Duration:

  2 years 1 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

• To successfully achieve SFIA level 3 Information Communications Technician apprenticeship, to prepare for a chosen career in information technology.
• To contribute towards the delivery of effective organisational support by providing specialist advice and conclusions of internal or external customers.
• To contribute towards solutions to customer’s technical issues and Service Requests, within agreed timescales.
• Maintain efficient and effective capturing of relevant information for service calls, in accordance to documented processes.
• Maintain effective capturing of non-standard service calls for escalation and assessment.
• To provide effective resolution of service calls to quality standards in accordance with documented processes.
• To assist in providing effective and efficient ser-vice support within satellite Service Desk sites.
• Minimise escalation of service calls to 2nd and 3rd line technical resolver groups.
• To identify improvement opportunities through knowledge transfer to and from other technical resolvers.

Where you'll work

City Hall
St Marys Way
Sunderland
SR1 3AD

Training

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

Training provider

CITY OF SUNDERLAND COLLEGE

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 delivered on-line by Sunderland College; sessions will be on a weekly basis.

Requirements

Essential qualifications

GCSE in:

• English (grade 4 / C or above)
• Maths (grade 4 / C or above)
• Science (grade 4 / C or above)

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
• Analytical skills
• Logical
• Team working
• Initiative
• Ability to work independently

About this employer

Sunderland is a fantastic, forward-looking, ambitious city undergoing significant transformation and economic regeneration. From the seafront and the city centre, to building locations of national strategic significance, we are creating the very best conditions for our 280,000 residents who live here and those who come to the city to work.

We provide a huge variety of services across the city, currently employing approximately 2,500 people in many roles ranging from gardeners to building maintenance technicians, ICT experts to social workers and many more. At all levels we work together to achieve real change across the city.

Sunderland is one of the few cities in the UK to be situated on the coast, whilst benefitting from easy access to the countryside, a short drive from two international airports, direct rail access to London and less than a twenty-minute drive from Durham and Newcastle.

We have a growing cultural scene. Sunderland Empire theatre attracts high-profile West End productions, and the Fire Station is Sunderland’s premier live music and performance venue. The National Glass Centre, Sunderland Museum and Winter Gardens and Northern Gallery of Contemporary Art are all close to the city centre.

Sunderland is a great place to work. Wherever you’re coming from, you’ll discover a place – and people – that will make you feel at home.

 

https://www.sunderland.gov.uk/ (opens in new tab)

Company benefits

• Access to LG Pension Scheme
• 26 days leave + bank holidays
• Statutory & organisational sick pay
• 3 days paid leave per year for voluntary work
• Employee wellbeing support
• Discounted travel pass

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Customer Support Technician / Officer.

Ask a question

The contact for this apprenticeship is:

Sunderland City Council

Steve Piercy, Technical Team Manager

steven.piercy@sunderland.gov.uk

The reference code for this apprenticeship is VAC2000036071.

Apply now

Closes in 12 days (Monday 22 June 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.