Apprentice IT Support Executive

VELOCITY 1ST LIMITED

Crewe (CW4 8DJ)

Closes in 22 days (Friday 14 November 2025 at 11:59pm)

Posted on 17 October 2025

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Summary

The IT Support Executive key role is to support the IT Support Client Base, ensuring their queries / issues are resolved in a timely manner and to carry out the day to day monitoring of in house and client equipment both physical and cloud stored.

• Wage:

  £15,000 a year

  Check minimum wage rates (opens in new tab)

  The pay may be negotiated and may rise after a probation period has been successfully completed.

• Training course: Information communications technician (level 3)
• Hours: Working hours Monday- Friday 09:00 - 17:00

  37 hours 30 minutes a week

• Start date:

  Monday 24 November 2025

• Duration:

  1 year 4 months

• Positions available:

  2

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

• Achieve KPI’s given within your role where they are set out in writing.
• Provisioning customer sales orders and ensure our customers are onboarded, managing the implementation of new services, via project management, web demonstrations and training.
• Actioning and Resolving faults, liaising with the necessary clients and colleagues, and documenting via cases.
• Escalate complex issues / faults to the Senior IT Support Executive
• Providing customer support and training via web demonstration, telephone and customer visits.
• To maintain the best professional relationship with our customers.
• Provide assistance to other employees within the business.
• Attend service training and webinar sessions to improve product knowledge.
• To review and interact with our customers where required to improve their customer experience.
• Always working to our values and ensuring all employees also understand the values and how they positively impact the business and the way we operate.
• Ensure customer, suppliers’ and employees’ expectations are managed as per our values.
• Use initiative to learn new products & systems and share your knowledge with others.

Where you'll work

3 The Clocktower
Manor Lane, Holmes Chapel
Crewe
CW4 8DJ

Training

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

Training provider

VELOCITY 1ST 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

Training will take place online via weekly lessons through Velocity Academy. The apprentice will also have monthly scheduled coaching calls.

More training information

• 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

Requirements

Essential qualifications

GCSE in:

• English (grade A*-C/ 9-4)
• Maths (grade A*-C/ 9-4)

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
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Initiative

Other requirements

Highly organised, proactive, ambitious and responsible customer focused individual Able to work under pressure and within tight timeframes Strong initiative and can demonstrate a desire to improve all areas of operations Excellent written, presentation, teaching and PC skills Experience of working in a customer services function Experience of working in an IT support environment Good communicator with the ability to manage challenging conversations Has a ‘whatever it takes’ and positive attitude Meticulous in your fault resolution and have exceptional presentation skills The ability to overcome challenging situations and turn the negative of a fault into the positive of a resolution to ensure the customer journey is as positive as possible.

About this employer

information Velocity Academy is a post 16 private education provider that was incorporated in 2014. Velocity Academy initially started as a commercial training provider delivering health & fitness qualifications across the North of England. From our successful delivery of classroom and online based qualifications, Velocity Academy gained a rapid reputation of delivering service excellence to our students. Following this model, Velocity Academy now delivers apprenticeship programmes, short courses and online virtual classes to both employers and individual students. We now boast a diverse portfolio of vocational learning programmes such as technology, business management, administration, and health and fitness.

After this apprenticeship

The role offers long term security and the opportunity to progress to a permanent position on successful completion of the apprenticeship.

Ask a question

The contact for this apprenticeship is:

VELOCITY 1ST LIMITED

Ivana Mohilova

ivana@velocity-academy.co.uk

The reference code for this apprenticeship is VAC1000347091.

Apply now

Closes in 22 days (Friday 14 November 2025 at 11:59pm)

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