Technical Helpdesk IT Support Technician Apprentice

EDUCATION & IT LIMITED

Birmingham (B1 2JS)

Closes in 10 days (Friday 29 August 2025 at 11:59pm)

Posted on 22 July 2025

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Summary

You will be expected to answer log support calls on our helpdesk. Tackle support issues and/or escalate the support to the appropriate team. Free on-site parking and good public transport links. Ethical company pension scheme. A career in IT. Working in a nurturing environment. Healthcare Cash Plan. Full UK Driving License desirable.

Wage

£14,722.50 to £23,809.50, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

Regular performance reviews for pay increments.

Training course
Digital support technician (level 3)
Hours
Monday - Friday - shifts (flexible).

37 hours 30 minutes a week

Start date

Monday 1 September 2025

Duration

1 year 3 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

You will be expected to answer log support calls on our helpdesk. Tackle simple support issues or escalate the support to the appropriate team.

You will be expected to drive to external customer sites and support with a wide range of IT support issues.

You will need to be technically minded, and you must be comfortable communicating with individuals, groups, and management. Many of our clients are not completely comfortable with the use of technical jargon. An ability to explain yourself in lay terms is necessary.

You must have the ability to pick up skills and familiarise yourself with software quickly and stay abreast of the latest technologies.

  • Respond to requests for technical assistance in person, via phone, electronically
  • Diagnose and resolve technical hardware and software issues
  • Research questions using available information resources
  • Advise user on appropriate action
  • Follow standard help desk procedures
  • Log all help desk interactions
  • Administer help desk software
  • Redirect problems to correct resource
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Prepare activity reports
  • Inform management of recurring problems
  • Stay current with system information, changes and update
  • Provide onsite support and be able to communicate verbally with customers

Where you'll work

12, The Wharf
16 Bridge Street
Birmingham
B1 2JS

Training

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

Training provider

TRANSWORLD PUBLICATIONS SERVICES LIMITED

Training course

Digital support technician (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents
  • use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
  • use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
  • apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
  • provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
  • operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
  • communicate effectively through a variety of different channels using terminology appropriate to the audience
  • use digital resources to extend own knowledge and skills relevant to their role
  • risk assess the organisational impact of decisions that they take
  • use digital systems to identify productivity and performance improvements
  • use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
  • maintain system security in line with organisational policies.
  • support digital operations or digital change and transformation activities.
  • investigate application problems and enable resolution to maintain productivity and improve quality of service.
  • coach and guide stakeholders to develop their applications skills to use digital systems effectively.
  • monitor data to analyse systems use and provide insights to recommend use or applications developments.
  • support customers in the use of information, products and services through digital channels.
  • diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
  • maintain end-user systems physically or remotely. For example: software, hardware or operating systems
  • provide and direct end-users to tools and resources to help them to resolve their digital problems.
  • use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
  • use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
  • apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
  • provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
  • operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
  • communicate effectively through a variety of different channels using terminology appropriate to the audience
  • use digital resources to extend own knowledge and skills relevant to their role
  • risk assess the organisational impact of decisions that they take
  • use digital systems to identify productivity and performance improvements
  • use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
  • maintain system security in line with organisational policies.

Training schedule

  • Digital Support Technician Level 3 Apprenticeship Standard
  • Level 2 English and maths Functional Skills (if applicable)
  • Training will take place at Protocol B3 2NH 1-day per month
  • Training on-site at employer

More training information

  • Ofsted good training provider
  • 1-day per month training at premises in City Centre Birmingham
  • Onsite assessment visits
  • Online and remote training

Requirements

Essential qualifications

GCSE in:

English and Maths (grade 4-9)

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
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Presentation skills
  • Administrative skills
  • Logical
  • Initiative
  • Patience
  • Active listener
  • Good inter-personal skills
  • Sel-direct learning
  • Problem solving
  • Maintain focus

Other requirements

Full UK driving license desirable. Ideally, you would already have some exposure to dealing with IT problems

About this employer

Here at EDIT Ltd (registered as Education & IT Ltd), we offer IT services that include IT support, cybersecurity, disaster recovery solutions, mailing and productivity solutions, and more. Our bespoke software solutions have produced Entrée Visitor and Contractor Management, which is directing the company into the exciting area of being a Software Solutions Provider. Add-ons to Entrée include incident management for health and safety compliance and resource booking, allowing the end-user to assign hot desks, parking spaces, keys, etc. We see ourselves as solutions providers to problems using technology. We aim to make the lives of clients easier and more efficient to allow them to focus on the things that are important to them. Our ambition is to grow the company with our existing products, the development of new products, and to chase tenders that solve unique problems.

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

After this apprenticeship

Progression route to a team leader.

Ask a question

The contact for this apprenticeship is:

TRANSWORLD PUBLICATIONS SERVICES LIMITED

Mel Judd

mjudd@protocolgroup.co.uk

01212362634

The reference code for this apprenticeship is VAC1000332839.

Apply now

Closes in 10 days (Friday 29 August 2025 at 11:59pm)

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