Technical Support Apprenticeship
Wyre Forest District Council
Worcs (DY11 7WF)
Closes in 30 days (Thursday 23 July 2026 at 11:59pm)
Posted on 23 June 2026
Contents
Summary
We are looking for a self-motivated individual who is committed to a career in computing to join the ICT team at Wyre Forest DC. The position offers a wide range of tasks & opportunities to develop your IT skills helping support users. Also opportunities to to get involved in project work supporting the Council's ICT Strategy.
- Wage
-
£15,392 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday, ICT support lines are open 8.00am until 5:30pm.
37 hours a week
- Start date
-
Monday 17 August 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
Day-to-day tasks include:
- Providing first line technical support answering support queries via phone and email
- Maintaining a high degree of customer service support
- Taking ownership of user problems and be proactive in dealing with user issues
- Logging all calls on the Councils helpdesk system
- Escalating more complex calls to relevant IT Support Engineers
- Acquiring and maintaining knowledge of relevant products and support issues to provide technically accurate solutions to users
- This job includes duties that may require an element of physical exertion, mobility and fine motor skills
Where you'll work
Wyre Forest House
Finepoint Way
Kidderminster
Worcs
DY11 7WF
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
HEART OF ENGLAND 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
Training will be mostly office based with one college day a week
Requirements
Essential qualifications
GCSE in:
- English (grade 4)
- Maths (grade 4)
Desirable 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
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Number skills
- Analytical skills
- Logical
- Team working
- Initiative
- Patience
- Physical fitness
Other requirements
- Passing a Disclosure and Barring Service (DBS) check
- Drivers licence would be desirable
- Comfortable with a degree of manual handling
About this employer
Wyre Forest DC provides a wide range of services to the residents of Wyre Forest, more details of these services can be found at the Councils website.
http://www.wyreforestdc.gov.uk (opens in new tab)
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
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Once the apprenticeship has been completed, there may be opportunities to progess into an ICT role in a newly formed organisation.
Ask a question
The contact for this apprenticeship is:
HEART OF ENGLAND TRAINING LIMITED
hr.recruitment@wyreforestdc.gov.uk
The reference code for this apprenticeship is VAC2000038772.
Apply now
Closes in 30 days (Thursday 23 July 2026 at 11:59pm)