Technical Support Apprentice

CLOUD NETWORK SERVICES LTD

ENGLAND (AL7 1AD)

Closes on Friday 19 September 2025

Posted on 12 August 2025

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Summary

Are you passionate about IT and eager to start your tech career? We’re looking for a enthusiastic Technical Support Apprentice to join our Technical Services team. This role is suited to someone with a keen interest in computers and networks, looking to develop their technical knowledge and gain valuable experience working as part of a team,

Wage

£18,000 a year

Check minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday to Friday - Hours 09.00 – 17.00

35 hours a week

Start date

Friday 26 September 2025

Duration

1 year 4 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

The role is primarily desk based (office based in Welwyn Garden). Some travel to customer sites for installs/fault resolution is required. Your own car and driving licence are required for this position. The apprentice’s primary role is to provide excellent customer service and support to customers, by using tools or systems to problem solve and trouble-shoot routine and non-routine technical problems. Required to monitor and maintain systems and/or platforms to maximise productivity and user experience. The Apprentice will have the opportunity to develop a technical understand of a wide range of products and services to include IT Services, Calls and Lines, Connectivity, Business Mobiles and CCTV systems. 

  • Answering the telephone, responding to emails and updating requests.
  • Ensuring commitment to core values, working in line with ‘best practice’ ensuring compliance to relevant policies.
  • To maintain confidentiality and discretion.
  • Provide first line analysis of all IT issues and ensure that SLA’s are met.
  • Keep customers informed of the status and progress of tasks and update tickets.
  • Ensure the customer is satisfied with the final resolution by placing a confirmation call.
  • Attend team and customer incident meetings and conference calls.
  • Complete other service-related tasks as required by your manager.
  • Attend all learning events and complete all apprenticeship assignments to a good standard, and on-time.

Where you'll work

7 BLENHEIM COURT BROWNFIELDS
WELWYN GARDEN CITY
ENGLAND
AL7 1AD

Training

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

Training provider

JBC SKILLS TRAINING LIMITED

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

Training schedule

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.

 

College or training organisation

JBC SKILLS TRAINING LIMITED

 

Your training course

Information Communication Technician

Equal to Level 3 (A level)

Requirements

Essential qualifications

GCSE in:

  • English (grade C - 4 or above)
  • Math's (grade C - 4 or above)

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
  • Number skills
  • Analytical skills
  • Logical
  • Team working
  • Initiative
  • Non judgemental
  • Patience
  • Keen Interest in Technology
  • Strong general IT skills
  • Full Driving License and Car

Other requirements

A full driving License and own Car are essential for the role.

About this employer

What We Offer, a fully supported apprenticeship with a recognised qualification. On-the-job training from experienced IT professionals. Career growth opportunities in a successful and expanding company. Exposure to modern technologies and customer-facing technical support. A friendly, collaborative, and supportive team culture

After this apprenticeship

As well as the chance to receive full on-the-job training throughout, by the end of the apprenticeship you’ll have gained nationally accredited qualifications The company also aims to offer the apprentice a permanent role at the end of the training (subject to successfully completing course and objectives.)
 

Ask a question

The contact for this apprenticeship is:

JBC SKILLS TRAINING LIMITED

The reference code for this apprenticeship is VAC1000336692.

Apply now

Closes on Friday 19 September 2025

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