1st Line IT Support Technician Apprentice

BALFE'S BIKES LTD

WEST SUSSEX (RH10 9TZ)

Closes in 31 days (Sunday 6 September 2026 at 11:59pm)

Posted on 6 August 2026

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Summary

IT 1st Line Support is the initial point of contact, you will be logging and prioritising requests, resolving common hardware, software, account, network, till & printer problems, guiding users through solutions, documenting actions, escalating any issues

Wage

£27,352 a year

Minimum wage rates (opens in new tab)

Yearly salary: £27352 if over 21 if under apprentice rate

Training course
Information communications technician (level 3)
Hours
Number of Hours: 40 Lunch break length: ½ hour or 1 hour depending on candidate (unpaid) Start Time: 8am Finish Time: 5pm if 1 hour lunch (8hour day)

40 hours a week

Start date

Monday 21 September 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 IT support to colleagues across retail stores, offices and warehouses
  • Log, prioritise and manage incidents and service requestsTroubleshoot tills, payment terminals, computers, printers and scanners
  • Resolve password, account access, email and software issues
  • Support store networks, Wi-Fi and internet connectivity
  • Set up equipment and user accounts for new starters
  • Guide colleagues through technical solutions either by phone, email or remote desktop
  • Keep users informed about progress and expected resolution times
  • Monitor recurring issues and report potential system-wide problems
  • Maintain IT equipment records and assist with replacements
  • Follow data protection, cybersecurity and payment-security procedures
  • Provide friendly, clear and patient service in a fast-paced retail environment
  • Help minimise disruption to sales and day-to-day store operations

Where you'll work

UNIT 2 CAMINO PARK
JAMES WATT WAY
CRAWLEY
WEST SUSSEX
RH10 9TZ

Training

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

Training provider

ACTIVATE LEARNING

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- dedicated performance coach Level 3 (A level)
  • Typical duration: 13- 18 months
  • All done online
  • Functional skills maths and English if applicable

More training information

IT 1st Line Support is the initial point of contact for colleagues experiencing technical issues across stores, offices and operational sites. The role involves logging and prioritising requests, resolving common hardware, software, account, network, till and printer problems, guiding users through solutions, documenting actions, escalating any issues.

Requirements

Essential qualifications

GCSE in:

Maths and English (grade 4 (C))

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
  • Logical
  • Team working
  • Initiative
  • Patience

About this employer

Balfe’s Bikes is an established independent bicycle retailer, founded in 2008, with stores across London and the South East, offering bike sales, servicing and expert cycling advice through its shops and website.

https://www.balfesbikes.co.uk/ (opens in new tab)

Company benefits

  • Pension
  • Cycle to work
  • Staff discount after probation
  • Referral bonus
  • Bike insurance after probation
  • Flu jab payment
  • First aid and Fire warden payments
  • Buying additional holiday
  • Enhanced maternity and parental leave
  • Paid training for qualification

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

  • IT support

Ask a question

The contact for this apprenticeship is:

ACTIVATE LEARNING

Jenny Hyam

apprenticeships@activateapprenticeships.co.uk

The reference code for this apprenticeship is VAC2000046720.

Apply now

Closes in 31 days (Sunday 6 September 2026 at 11:59pm)