Apprentice IT Support Technician
ISDM SOLUTIONS LIMITED
Halifax (HX3 5AX)
Closes in 30 days (Friday 19 December 2025 at 11:59pm)
Posted on 18 November 2025
Contents
Summary
As part of our Global Technical Operations Team, you’ll learn how to deliver high-quality technical support and break-fix services to ISDM’s managed service customers. You’ll work closely with experienced engineers and the Service Desk Lead to gain hands-on experience across video conferencing, audio-visual, and collaboration technologies.
- Wage
-
£23,810 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday 09:00hrs to 17:30hrs
38 hours a week
- Start date
-
Monday 5 January 2026
- 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
- Assist the Service Desk team in responding to customer support queries via phone, webchat, or video call.
- Learn how to log, track and update support cases in systems such as ASM or ServiceNow.
- Shadow engineers to understand fault diagnosis and basic troubleshooting steps.
- Support the setup and testing of AV and VC equipment in collaboration spaces and meeting rooms.
- Help monitor and maintain customer systems to ensure consistent performance.
- Participate in preventative maintenance activities under supervision.
- Learn how to prepare and deliver clear handovers to ensure continuity between shifts.
- Support with admin tasks such as updating customer documentation, asset lists, and reports.
Where you'll work
437 G Mill
Fourth Floor
Halifax
HX3 5AX
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
Velocity apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects.
More training information
Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme.
Requirements
Essential qualifications
GCSE in:
- English (grade 4)
- Maths (grade 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
- Analytical skills
- Logical
- Team working
Other requirements
Working from home available with no set days, tbc once started expectation for more office attendance at the start (will also be some on site work at times). You’ll need a full, clean driving licence (or be actively working towards obtaining one) and be comfortable occasionally attending customer sites under supervision.
About this employer
ISDM Solutions is your end-to-end technology partner for today’s workplace. Whether you’re designing enterprise networks, equipping meeting rooms with next-gen AV, or bringing intelligence to your building environment, we deliver the full solution and keep it running seamlessly. Come work with us if you want hands-on experience, collaboration across teams, and the chance to help organisations truly transform how they work.
After this apprenticeship
The role offers long term security and the opportunity to progress into a permanent position.
Ask a question
The contact for this apprenticeship is:
VELOCITY 1ST LIMITED
The reference code for this apprenticeship is VAC2000001215.
Apply now
Closes in 30 days (Friday 19 December 2025 at 11:59pm)
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