IT Helpdesk Engineer Apprentice (Omicron Solutions Ltd)

OMICRON SOLUTIONS LTD

PORTERS WOOD (AL3 6EN)

Closes in 22 days (Friday 21 November 2025 at 11:59pm)

Posted on 23 October 2025

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Summary

To provide IT support to all customers in a full and professional manor. Assist with documentation creation and hardware/software management.

Wage

£20,000 a year

Check minimum wage rates (opens in new tab)

20,000 - £25,000 dependant on qualifications and experience

Training course
Information communications technician (level 3)
Hours
Monday to Friday, 9 am - 5.30 pm.

37 hours 30 minutes a week

Start date

Saturday 5 December 2026

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

Helpdesk and attend to customers' sites if necessary. Be a member of our team and share our values 

Friendly, fun and honest (Don't think of colleagues, think of friends, treat customers as you would want to be treated. Build rapport, ask questions about them rather than just the issue, what makes them tick?)

Innovative and expert (always review the new technology and don't be afraid to try something new or suggest something new)

Hard working (get to work on time, don't waste time, always thinking about what I can do to help improve things)

We do what we say, when we say (if you tell someone something then follow it through and ask for help if you are struggling) Customer Service is our number one product (people will forgive us if we do not fix their issue straight away as long as we are polite, courteous, professional, listen, be sympathetic and feedback to them regularly)

Duties and key responsibilities

  • Resolution of IT issues to service targets (remotely and on-site)
  • Accurately maintain and update the Helpdesk System
  • Work collaboratively within a team environment
  • Build positive relationships with customers
  • Installation and configuration of Client, Server and Mobile software/Apps at the client location.
  • Build, configure new PCs, servers and network devices to the required specifications.
  • Provide support for IT infrastructure components, including desktops, laptops, applications and on-site telephony.
  • Maintaining internal support documentation.
  • Daily network monitoring and backup monitoring.
  • Server support and maintenance task management.
  • Server OS and hardware installation.
  • Provide out-of-hours support where required.
  • Candidate must attend customer sites in a timely fashion.
  • This role requires frequent travel to customers' premises all around the year.
  • Maintaining high standards and professional image of the company is an absolutely necessary at all stages.
  • Preparing regular end of day reports on the tasks assigned is required.
  • This role requires a good positive attitude towards job, tasks, clientsand events at all times.
  • Constantly improving IT support skills is absolutely necessary and a passion for learning is a must.

Where you'll work

UNIT 4
ST. ALBANS ENTERPRISE CENTRE
LONG SPRING
PORTERS WOOD
AL3 6EN

Training

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

Training provider

ESTIO 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

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

More training information

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

  • Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
  • Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
  • Prioritise systems support tasks and monitor and maintain system performance.
  • Maintain regulatory, legal and professional standards.
  • Support the information systems needs for your business.

Requirements

Essential qualifications

GCSE in:

English Language and Maths (grade (A*-C/9-4 or equivalent))

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • Attention to detail
  • Organisation skills
  • Problem solving skills
  • Analytical skills
  • Logical
  • Team working
  • Ability to prioritise
  • Proactive & positive attitude
  • Confident in public speaking
  • Enthusiasm
  • High level of customer service

Other requirements

A Full UK drivers licence and your own car is essential (business mileage will be covered).

About this employer

IT Managed services company providing IT Support remote/onsite to business customers from 5 - 300 users in size. We currently support over 1000 devices/users and are growing steadily.

After this apprenticeship

The right candidate will be retained and have a perm job after. Promotion prospects and salary increase plus annual bonus scheme.

Ask a question

The contact for this apprenticeship is:

ESTIO TRAINING LIMITED

Leia Knights

LeiaKnights@bpp.com

01133500333

The reference code for this apprenticeship is VAC1000346108.

Apply now

Closes in 22 days (Friday 21 November 2025 at 11:59pm)

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