Apprentice 1st Line Support Technician

Acuity Care Group

Nottingham, (NG1 1HN)

Closes in 13 days (Friday 23 May 2025 at 11:59pm)

Posted on 9 May 2025

Print

Contents

Summary

We’re looking for an Apprentice 1st Line Support Agent to join our IT support team. This is a hands-on role where you’ll learn how to solve technical problems, support colleagues, and keep our systems running smoothly. You don’t need to be an expert, just someone who enjoys tech, likes fixing things, and is happy talking to people.

Wage

£18,000 a year

Check minimum wage rates (opens in new tab)

£18,000 - £20,000 p/a

Training course
Information communications technician (level 3)
Hours
Monday - Friday, 9.00am till 5.30pm (1-hour unpaid lunch).

37 hours 30 minutes a week

Start date

Tuesday 27 May 2025

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

  • Help staff with password resets, login issues and basic software support
  • Log and track support tickets using our service desk system
  • Escalate more complex issues to 2nd/3rd line or external suppliers
  • Build and configure new phones and devices
  • Keep support records and asset lists up to date
  • Support onboarding by helping new starters with tech setup
  • Learn how to troubleshoot hardware, software, and network issues
  • Work with the team to spot patterns and help reduce common problems

Where you'll work

First Floor Suite
Shire Hall
High Pavement
Nottingham,
NG1 1HN

Training

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

College or training organisation

ALTHAUS DIGITAL LIMITED

Your 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

Your training plan

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

Requirements

Essential qualifications

GCSE in:

  • English (grade 4/C)
  • Maths (grade 4/C)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

  • Communication skills
  • IT skills
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Logical
  • Team working
  • Initiative

About this company

"As one of the UK’s leading providers of complex care at home, we deliver individualised, person-centred packages of care. Our focus is to improve our clients’ quality of life and enable them to live successfully at home."

https://www.acuitycaregroup.com/ (opens in new tab)

Company benefits

25 days annual leave + statutory bank holiday for permanent employees or equivalent Your birthday as a day off Collaborative and supportive working environment

After this apprenticeship

There is a full-time role available at the end of the apprenticeship, along with an opportunity to progress to a higher level of study, such as Network Engineer Level 4.

Ask a question

The contact for this apprenticeship is:

ALTHAUS DIGITAL LIMITED

Tasha Wright

talent@althausdigital.co.uk

The reference code for this apprenticeship is VAC1000319610.

Apply now

Closes in 13 days (Friday 23 May 2025 at 11:59pm)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.