IT Support Apprentice (University of Cambridge)

Summary

We are looking for an individual who is, at heart, a problem solver and finds it exciting to work with people and technology. Apprenticeship schemes aim to provide a learning experience to achieve the desired skills and knowledge needed to obtain the course degree.

Wage

£19,781 a year

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Training course

Information communications technician (level 3)

Hours

Monday - Friday, shifts to be confirmed. Supportive of hybrid working.

36 hours 30 minutes a week

Start date

Tuesday 9 September 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

A successful applicant will be able to learn new skills rapidly, be motivated to keep searching for solutions, and is able to communicate them well to a diverse audience. While you learn how ICT works from the course provider via classroom teaching and online learning, we will provide practical learning to use these skills and knowledge. The Helpdesk Manager will support you in your role and practical learning, and with the Computing and IT Manager, will supervise your course learning, which is on top of the support you will receive from the course provider.

Job Description:

An Information Communication Technician Apprentice typically works as part of an IT team to resolve standardised requests like software update installations, network patching requests, ensuring people have the IT equipment they need to do their work and installing operating systems. This includes mini projects like creating a new script, or assisting in the deployment of new software, services and servers. Working with internal customers, providing IT Support directly or communicating updates of ongoing requests will be part of the daily activities.

Your duties and responsibilities in this role will consist of:

Formal Training and Shadowing:

Attending an applicable apprenticeship course is required to succeed in the apprenticeship as well as to learn how to perform the other duties outlined for this role. Part of the learning course will be to shadow existing IT staff and learn from guides and instructional videos.

Providing general support:

Receiving requests via tickets, phone, emails, teams, or in person and providing first-contact support. During this task, proper communication, documentation, and escalations within the ticketing system need to be achieved.

Problem management:

Investigation of problems in systems, processes, and services. Implementation of agreed-upon remedies and preventative measures.

Application support:

Investigation and resolution of issues relating to applications. Providing user support for specific applications including new user guidance.

Provisioning IT equipment:

Processing new equipment and installing/configuring them for deployment to the requester. Standardised procedures need to be followed when creating user accounts or installing certain software packages.

Provisioning Network connectivity:

Configuring existing network ports for correct network activity when equipment is moved, or new equipment is connected.

IT Infrastructure:

Carrying out agreed operational procedures of a routine nature. Performing maintenance, installation, and problem resolution including checking notifications and reading logs.

Where you'll work

Wilberforce Road
Cambridge
CB3 0WB

Training

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

College or training organisation

FIREBRAND TRAINING LIMITED

Your training course

Information communications technician (level 3)

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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

Firebrand’s sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation. Options include pathways for Support Technician, Network Technician and Digital Communications Technician.

Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors.

Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship:

Microsoft Certified Azure Fundamentals (AZ-900).
CompTIA IT Fundamentals+.
Certiport IT Specialist NetworkingMicrosoft Certified Azure Administrator Associate (AZ-104).

Key areas covered are:

Support Technician

Maintenance or repair of systems faults.
Support for the roll-out of installation and commission of new systems or upgrades.

Network Technician

Installation and commission of networks.
Maintenance or repair of network equipment.
Installation, configuration or maintenance task on either ICT related hardware or software.

Digital Communications Technician

Installation and commission of telecoms networks.
Maintenance or repair of telecoms network equipment.
Installation, configuration or maintenance task on either ICT related hardware or software.

Requirements

Essential qualifications

GCSE in:

5 GCSE's including English and Maths (grade (A*-C/9-4 or equivalent))

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
Team working
Initiative
Computer literacy
Problem-solving skills
Independent
System admin knowledge
Knowledge of computer assemble
Enthusiasm for Technology
Interacting with people

Other requirements

The hours of work for the position are 36.5 hours per week, working Monday – Friday. ICE is supportive of hybrid working, the current arrangements have staff working 2 days on site in Maddingly Hall and 3 days worked remotely, for those working Monday to Friday and where the role allows. These arrangements are subject to change and will not form part of the terms and conditions of employment.

About this company

The University of Cambridge is a confederation of Colleges, Faculties and other institutions. This position is in the Faculty of Mathematics, which is associated with the School of Physical Sciences. The Faculty of Mathematics has two departments, namely Pure Mathematics and Mathematical Statistics (DPMMS -https://www.dpmms.cam.ac.uk/) and Applied Mathematics and Theoretical Physics (DAMTP - https://www.damtp.cam.ac.uk/). The faculty is responsible for ensuring the provision of appropriate instruction and adequate facilities for research, for preparing the teaching programme, and for ensuring that the teaching given is of a high standard. Many of the Department's endeavours rely on a diverse range of IT services. As an Apprentice of the Maths IT Helpdesk, you will follow a level 3 qualification study on supporting and maintaining IT services and put this into practice for our faculty.

Company benefits

• Defined benefits pension schemes. • Family-friendly initiatives. • Career and Professional development opportunities. • Support for health & mental well-being. • Discounts on shopping. • Rental deposit scheme. • Public transport season ticket loans.

After this apprenticeship

Appointments will be made on a fixed-term basis for a period of 18 months.
Appointments will be subject to satisfactory completion of a three probationary period.

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