1st Line Technical Support Apprentice
COMMUNITY INTEGRATED CARE
WIDNES (WA8 7SP)
Closes in 15 days (Thursday 26 November 2026 at 11:59pm)
Posted on 11 November 2026
Contents
Summary
If you are keen to work and learn in technical support, this is a fantastic new opportunity. You will provide 1st line (helpdesk) technical support to all Community Integrated Care computer users, assisting them with hardware, software and networking problems via phone, email or onsite within our services.
- Wage
-
£15,600 to £24,784.50, depending on your age
National Minimum Wage
Minimum wage rates (opens in new tab)
Pay is based on the National Minimum Wage
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday, 8am to 4pm.
37 hours 30 minutes a week
- Start date
-
Friday 1 January 2027
- 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
Tasks will include;
- To provide technical support; answering support queries either onsite or via phone or email.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- To take ownership of user problems and be proactive when dealing with user issues
- To log all calls on the IT Helpdesk system and maintain full documentation
- Respond to enquiries from users to help them resolve any hardware or software problems
- To set up and configure all new equipment as required, including user profiles for Active Directory, Office 365, and line of business applications
- Provide technical support for telephone lines, systems and mobile phones
- Maintain an asset log of all hardware items, their software configuration and location
- Support users in the use of Computer equipment by providing necessary training and advice
- To allocate more complex service issues to 2nd Line Support Technical Officer
- To arrange for external technical support where problems cannot be resolved in house
Where you'll work
COMMUNITY INTEGRATED CARE
2 OLD MARKET COURT
MINERS WAY
WIDNES
WA8 7SP
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
RIVERSIDE COLLEGE HALTON
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
Level 3 Information Communications Technician, Support Technician
Fortnightly attendance at Riverside College, Widnes.
Requirements
Essential 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
- Organisation skills
- Customer care skills
- Problem solving skills
- Good listener
- Time-management skills
- Polite, friendly and helpful
- Patient and understanding
- Willing to ask for help
- Learns through feedback
- Respectful and inclusive
Other requirements
There may be some requirement to travel infrequently across the regions.
It is expected that the post holder will work proactively and collaboratively with frontline colleagues, regional team operational leaders, and specialists within Support Services functions.
A basic knowledge of computers, including Windows, Microsoft 365 and common desktop applications is required for this role. Basic understanding of computer hardware, software and peripheral devices would also be an advantage.
A genuine interest in IT, technology and customer service is required, alongside an understanding of the importance of providing a good customer service experience.
We reserve the right to close this opportunity after 1 week if we have received enough applications, and therefore recommend you make an application as soon as possible, rather than waiting until the planned closing date as we cannot guarantee the vacancy will remain open for the whole time planned.
If you are applying with qualifications other than those listed in the entry requirements (GCSE's), please make sure you have obtained official evidence of equivalency from UK ENIC before the application closing date. Please note, if you are shortlisted for the post we cannot progress your application any further without you providing evidence of this.
About this employer
We are one of the UK’s largest health and socialcare charities. We work in the community, enrichingthe lives of people with many different care needs.
At Community Integrated Care “how” you approach your work is just as important as “what” you do. With that in mind, we have outlined the key behaviours that we look for at each level in our charity. This role aligns with level 5 in our guide to behaviour.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Following successful completion of this Apprenticeship you will be able to apply for positions within the company as they arise.
Ask a question
The contact for this apprenticeship is:
RIVERSIDE COLLEGE HALTON
Joanna Smith
joanna.smith@riversidecollege.ac.uk
01512572800
The reference code for this apprenticeship is VAC2000063860.
Apply now
Closes in 15 days (Thursday 26 November 2026 at 11:59pm)