ICT Support Apprentice

Summary

This is an IT Level 3 Apprenticeship role - split 80/20 between employment with the employer, and learning - gaining qualifications with Solveway Apprenticeships!

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

Salary range £14,722.50 - £16,000 per year for the first 12 months, rising to National Minimum Wage for your age thereafter

Training course

Information communications technician (level 3)

Hours

Monday - Friday 9am-5pm. May require occasional evening or weekend work for maintenance or urgent support needs. You'll be based in an office environment with potential for remote work after successfully passing your probationary period.

37 hours 30 minutes a week

Start date

Wednesday 27 August 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 First Line Support IT Engineer is responsible for providing the first level of technical support to end-users. This role involves troubleshooting and resolving IT issues, escalating complex problems to higher-level support, and ensuring that service requests are addressed promptly and effectively. The engineer serves as the initial point of contact for IT-related inquiries and works to maintain a high level of customer satisfaction.

User Support: Respond to user inquiries via phone, email, or ticketing system. Provide assistance with hardware, software, and network-related issues.
Issue Diagnosis: Diagnose technical problems by gathering information from users, identifying the root cause of the issue, and determining appropriate solutions.
Problem Resolution: Resolve issues related to desktop and laptop computers, operating systems, software applications, printers, and peripheral devices.
Incident Management: Log incidents and service requests accurately in the IT service management system. Track and monitor progress to ensure timely resolution.
Escalation: Escalate unresolved or complex issues to 2nd Line Support or other relevant IT teams, providing detailed documentation of the issue and troubleshooting steps taken.
Remote Support: Provide remote support to users in different locations using remote desktop tools.
User Training: Educate users on best practices and provide guidance on software and hardware usage to prevent recurring issues.
System Monitoring: Monitor systems and networks for potential issues, perform routine maintenance tasks, and ensure systems are running efficiently.
Documentation: Create and update technical documentation, including user guides, knowledge base articles, and support procedures.

Key Qualities & Skills:

Technical Proficiency: Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications.
Troubleshooting Skills: Ability to diagnose and resolve basic technical issues, both hardware and software-related.
Communication Skills: Excellent verbal and written communication skills. Ability to explain technical concepts to non- technical users.
Customer Service: Strong customer service orientation with the ability to manage user expectations and deliver high- quality support.
Time Management: Ability to manage multiple tasks simultaneously and prioritise work effectively in a fast-paced environment.
Team Collaboration: Work effectively as part of a team and collaborate with other IT staff to resolve issues and improve support processes.
Problem-Solving: Analytical mindset with strong problem-solving skills and attention to detail.

Desired Skills / Qualities:

Ability to lift and carry computer equipment, perform desk-side support, and sit for extended periods while working on a computer.
Curious and eager to learn new technologies.
Problem-solving mindset.
Reliable and punctual.
Strong attention to detail.
Patient and methodical approach to tasks.
Good communicator (able to explain technical concepts simply).
Adaptable and open to feedback.
Proactive and willing to take initiative.
Team player who enjoys collaborating with others.
Organised and able to manage time effectively.

Where you'll work

1 Kings Court
Kingsway South, Team Valley Trading Estate
Gateshead
NE11 0SH

Training

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

College or training organisation

SOLVEWAY 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 (A level) Apprenticeship Standard:

The instructor leads a live online training session so you can learn at your own pace and in the comfort of your own home or office.
A full training schedule is provided upon a confirmed start date, however training is typical 1 day per week.
You will be working towards Information Communications Technician Level 3 qualification.

Training Covered:

CompTIA A+
AZ-900

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
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience

About this company

LM Global are a UK based Telecoms and Connectivity provider working with National and International clients, supplying and managing solutions for our business clients. Independent providers offering commercially competitive and non-biased, solutions for businesses around the world. Our philosophy is simple, we provide unrivalled attention to detail and client support at the most cost-effective prices. With a combined experience of 125+ years within the Telecommunications industry, our team are world class for support and advice.

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

After this apprenticeship

This apprenticeship can lead to a full-time position and scope for further training and qualifications if applicable.

Ask a question

The contact for this apprenticeship is: