1st Line Support Apprentice
INFUSE TECHNOLOGY LIMITED
Derby (DE24 8HG)
Closes in 14 days (Friday 18 July 2025 at 11:59pm)
Posted on 3 July 2025
Contents
Summary
PKF Infuse is committed to delivering IT support with a human touch. We’re looking for an enthusiastic and motivated IT Support Technician Apprentices to join our Helpdesk Team. This is an opportunity to kick-start your career in tech with a company that values curiosity, collaboration, and continuous learning.
- Wage
-
£16,000 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday
9am - 5pm
37 hours 30 minutes a week
- Start date
-
Monday 21 July 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
- Provide first-line technical support to clients via phone, email, and live chat
- Diagnose and resolve basic IT issues, escalating where necessary
- Build and configure IT equipment for deployment
- Assist with new user setups and password resets
- Support workstation installations and basic network admin tasks
- Maintain accurate and up-to-date client documentation
- Contribute to a positive, people-first support experience
Where you'll work
Prospect House
1 Prospect Place
Derby
DE24 8HG
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
Information Communications Technician Level 3.
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
- Administrative skills
- Analytical skills
- Logical
- Team working
- Initiative
About this company
At PKF Infuse, we redefine IT services for the modern business. Our adaptable approach combines fully managed and co-managed IT solutions, enabling seamless collaboration with your in-house team. Whether on-site or remote, our expert support keeps your business running smoothly, minimising downtime and maximising reliability. But we’re more than problem solvers—we’re enablers of innovation. By harnessing the power of AI, process automation, and data-driven insights, we optimise operations, reduce costs, and empower your teams to focus on what matters most. From shaping your technology strategy to deploying cutting-edge solutions, we’ll future-proof your business for sustainable growth.
After this apprenticeship
There is the potential for this to progress into a full-time position at the end of the level 3 apprenticeship, providing the successful candidate works hard and demonstrates value to the business.
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 VAC1000329333.
Apply now
Closes in 14 days (Friday 18 July 2025 at 11:59pm)
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