Apprentice I.T. Support Technician

THOMAS SWAN AND COMPANY LIMITED

Durham (DH8 7ND)

Closes in 11 days (Monday 3 November 2025 at 11:59pm)

Posted on 21 October 2025

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Summary

We are offering an exciting I.T. Support Technician apprenticeship for individuals looking to start their career in technology. You will gain hands-on experience in technical support. This role is ideal for someone with a passion for technology, a problem-solving mindset, and a desire to develop practical IT skills while earning and learning.

• 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)

  Starting at £7.55 p/h

• Training course: Information communications technician (level 3)
• Hours: Monday - Friday, flexible schedule. Core hours: 09:00 - 12:00 and 14:00 - 16:00. Start between 07:30 - 09:00 and finish between 16:00 - 17:30.

  38 hours a week

• Start date:

  Monday 10 November 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

Your daily duties will include:

• Handle security processes, including password resets, multi-factor authentication, and antivirus configuration
• Manage technical documentation in SharePoint, such as network diagrams, technical specifications, and policies
• Work with the bespoke ticketing system, managing SLAs and handling escalations
• Use troubleshooting / monitoring tools like PDQ and Impero software
• Perform hardware upgrades on PCs, laptops, CCTV, printers, and networking equipment
• Software upgrades
• Manage software updates, including driver updates, security patches, and service packs
• Support network devices, both wired and wireless, including switch ports, Wi-Fi, and patching
• Work with cloud technologies like Microsoft 365, Wildix, UniFi, and cloud-based phone systems
• Use basic PowerShell scripting for batch updates and automation tasks
• Full training and support will be provided by your workplace

Where you'll work

Rotary Way
Consett
Durham
DH8 7ND

Training

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

Training provider

DERWENTSIDE COLLEGE

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

• Information Communications Technician Level 3 Apprenticeship Standard
• All training will be held at the workplace

Requirements

Essential qualifications

GCSE in:

• English (grade C/4)
• ICT (grade Pass)
• Math (grade C/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
• Organisation skills
• Customer care skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Good telephone manor
• General PC knowledge

About this employer

Founded in 1926 in Consett, in the North East of England, Thomas Swan today produces over 100 performance and speciality chemicals and offers an experienced and flexible manufacturing service. Our values have helped us become an international company, offering a world-class product and service capability.

https://thomas-swan.co.uk/about-us/ (opens in new tab)

Company benefits

Free parking.

After this apprenticeship

• Following the completion of the apprenticeship for the right candidate there is a possible permanent position

Ask a question

The contact for this apprenticeship is:

DERWENTSIDE COLLEGE

Apprenticeship Recruitment Team

apprenticeships@derwentside.ac.uk

The reference code for this apprenticeship is VAC1000347301.

Apply now

Closes in 11 days (Monday 3 November 2025 at 11:59pm)

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