IT Support Apprentice

FRESH STANCE LIMITED

Hatfield (AL10 8FF)

Closes in 25 days (Monday 24 November 2025 at 11:59pm)

Posted on 23 October 2025

Print

Contents

Summary

Do you have a passion for IT and providing support? JBC Skills Training have an exciting new opportunity for an IT apprentice with FreshStance IT, an IT Support and Services company based in Hatfield. Apply now!

Wage

£15,704 a year

Check minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday - Friday, 9.00am - 5.00pm.

40 hours a week

Start date

Friday 28 November 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

You will be working within a team providing IT support, initially carrying out routine checks and assisting end users to log support tickets. You will quickly progress to providing IT support by phone and using remote support tools and visiting clients on site, regularly attending meetings in
central London and the Hatfield area.

You will be supporting traditional Microsoft server-based systems as well as cloud solutions such as Office 365, Azure and Amazon Web Services.

You will be joining a young dynamic company in a role which will be well mentored and will provide a variety of opportunities to learn. You must be flexible and be able to assist in several areas this will include support,customer service and project work.

Reporting to the lead consultant / managing director your duties will include:

  • Install, support and service business customers
  • Handle telephone calls and emails from clients and create support incidents as needed
  • Carry out regular checks and processes
  • Provide 1st line support to clients - via telephone, email and remote working
  • Provide onsite support to clients
  • Identify areas for improvement within support to improve service
    delivery to clients
  • Strive to improve communication both internally and with clients
  • Additional duties as deemed appropriate to the role and business
    need

Part of this role includes the requirement to maintain excellent relations with the customer and other resolver groups, guiding and aiding effective incident resolutions.

As the first line of contact with customers you must always maintain a professional and corporate image of the company.

Where you'll work

Hat Tech Business Centre
Beaconsfield Court
Beaconsfield Road
Hatfield
AL10 8FF

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

Level 3 Information Communications Technician Apprenticeship Standard:

  • The classroom training for the ICT apprenticeship comprises of 4 modules
  • Each module takes 1 week, and the apprentice will attend this in an online classroom with their designated JBC trainer
  • When the classroom training takes place will be agreed at the Induction meeting between Employer, Apprentice and JBC Skills Trainer / Mentor. We advise a bi-monthly approach to each module
  • The full 5 days will be required on the training weeks, and the apprentice must be in a quiet, suitable environment for learning to take place. This can either be in the workplace or at home. The class sizes are small (Max 10 learners) so that discussions and assessment can take place between apprentices, peers, and trainers

The 4 ICT modules are:

  • Networking Fundamentals
  • Mobility and Operating Systems
  • Cloud Fundamentals
  • IT and Business Principle

JBC delivers this apprenticeship over 16 Months total. This is made up of a 13-month training period and a 3-month assessment period that is known as EPA (End-Point Assessment.)

On the apprentice’s successful completion of the end point assessment, the apprentice will receive the following:

Level 3 Information Communications Technician Apprenticeship Certification

This apprenticeship is recognised for entry on to the Register of IT Technicians and those completing their apprenticeships are eligible to apply for registration.

Requirements

Essential qualifications

GCSE in:

  • English (grade C (4) or above)
  • Maths (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
  • Presentation skills
  • Administrative skills
  • Analytical skills
  • Logical
  • Team working
  • Initiative
  • Non judgemental
  • Patience
  • Knowledge of MS Workstations
  • Knowledge of MS Office
  • Motivated
  • Knowledge of Operating Systems
  • Knowledge of Microsoft Server
  • Knowledge of Cloud Server
  • Knowledge of wired networks
  • Knowledge of wireless networks
  • Knowledge of hardware
  • Telephone etiquette

Other requirements

As an apprentice you will be working from home for a least the first 6 months and occasionally working on existing client sites with a trained member of staff to build up experience. These sites will be located Harley St, Oxford Circus and Denmark Hill. (All travel expenses will be paid by our client.) A driving license will not be required to start the apprenticeship however you will actively need to work towards gaining a license.

About this employer

FreshStance bring a fresh approach to IT Managed Services. We advocate cloud solutions to empower businesses and accelerate growth. Since 2015, the company has been providing IT support and project services to other small businesses in fields like medicine, finance, charities and many more. The company use a range of technologies including traditional servers and infrastructure and cloud solutions from Microsoft and Amazon Web Services as appropriate to the customer and their IT needs. Proactive management of systems and fast, efficient telephone support enables our customers to deliver their services smoothly.

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

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 aim 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 VAC1000348013.

Apply now

Closes in 25 days (Monday 24 November 2025 at 11:59pm)

Sign in with your GOV.UK One Login to apply.