IT Customer Support Apprentice

JUST I.T. TRAINING LIMITED

Hampshire (SO43 7PE)

Closes in 25 days (Sunday 30 November 2025 at 11:59pm)

Posted on 5 November 2025

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Summary

We now have an exciting opportunity for a Customer Service Representative to join our existing team at Castle Malwood, Minstead, Hampshire. This role is dual-focused, requiring excellent communication skills, whilst also having a logical approach to problem-solving.

Wage

£14,722.50 to £23,809.50, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

£14K - £20K p/a

Training course
Information communications technician (level 3)
Hours
Monday- Friday, between 9.00am- 5.30pm. Shifts to be confirmed.

37 hours 30 minutes a week

Start date

Tuesday 2 December 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

This role is dual-focused; requiring excellent communication skills, whilst also having a logical approach to problem-solving. You will be supporting customers, from a range of industry verticals – Retail, Hospitality and Healthcare – and will be the main point of contact for customers within each, ensuring that regular updates and appropriate levels of service are maintained. You will also assist with the analysis of support calls and help identify areas for increased product effectiveness. In addition, you will also assist with the testing of new features/releases as a way of keeping up to date with product changes.

You will be responsible for providing support to customers and look to successfully resolve tickets raised as quickly and effectively as possible. This role is particularly well suited to those candidates with experience in customer interaction and/or working in a support environment.

Key Responsibilities:

  • Day to day ownership of the support process, recording and processing calls from customers seeking support/reporting issues
  • Review customer issues and seek resolution in line with Service Level Agreements and where appropriate recommend improvements
  • Carry out functional Software Testing. This will include testing new releases of the product and new features
  • Assist in the production of standard business documentation (for example Account Review Documents, training documents, Critical Paths etc.)
  • Some general reception duties will be occasionally required as well assisting other teams with tasks (for example, meeting and greeting visitors, answering and directing calls, assisting at events and exhibitions)

Where you'll work

Castle Malwood Minstead Hampshire
Hampshire
SO43 7PE

Training

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

Training provider

JUST IT 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

  • Information Communications Technician Level 3 Apprenticeship Standard
  • You will also receive full training and support from the Just IT Apprenticeship Team to increase your skills

Requirements

Essential qualifications

GCSE in:

  • English (grade 4/C and above)
  • Math (grade 4/C and 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
  • Number skills
  • Analytical skills
  • Logical
  • Team working
  • Creative
  • Initiative
  • Patience
  • Positive attitude
  • Motivated
  • Passion for ICT
  • Troubleshooting
  • Hardware and software

About this employer

We provide retail, hospitality and healthcare teams with software to help manage their multi-site businesses more effectively. With solutions designed to support Operations, Compliance, HR, Buying, Project and Marketing teams, we are proud to be helping over 120+ of the best-known brands and retailers, across more than 250,000+ locations and in 14 different languages. Our mission is simple. To provide software solutions that allow our clients to ‘do business better’ – we constantly push for new & innovative ways to achieve this.

After this apprenticeship

  • Potential full-time position for the right candidate after completion of the apprenticeship

Ask a question

The contact for this apprenticeship is:

JUST IT TRAINING LIMITED

The reference code for this apprenticeship is VAC1000349671.

Apply now

Closes in 25 days (Sunday 30 November 2025 at 11:59pm)

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