IT Support Technician Apprenticeship
Oaklands College
Hertfordshire, Welwyn Garden City
Closes in 18 days (Wednesday 31 December 2025)
Posted on 10 December 2025
Contents
Summary
To provide first-line technical support to staff and students across the college, ensuring the smooth operation of IT systems and services. This role is essential in maintaining a high standard of customer service and resolving IT issues efficiently to support teaching, learning, and administrative functions.
- Wage
-
£18,540 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday - Friday, 8.30am - 5.00pm
40 hours a week
- Start date
-
Wednesday 7 January 2026
- Duration
-
1 year 6 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
- Act as the first point of contact for all IT-related queries via phone, email, in-person and through the Service desk
- Log, track, and resolve support tickets using the college’s helpdesk system
- Troubleshoot and resolve basic hardware, software, and network issues
- Set up and maintain user accounts, passwords, and permissions in line with college policies
- Install, configure, and update software and hardware on desktops, laptops, and mobile devices, including managing backups and supporting assistive technologies
- Perform basic network checks (Wi-Fi troubleshooting, cable testing, patching) under supervision and assist in monitoring and maintaining network equipment, storage devices and cloud services
- Support the use of college systems such as Microsoft 365, VLEs and MIS platforms
- Assist with classroom technology including projectors, interactive whiteboards, and AV equipment
- Assist with security activities, including implementing updates, performing anti-virus scans, managing access controls
- Escalate complex issues to second-line support or relevant teams when necessary
- Maintain accurate documentation of IT assets and support procedures
- Provide basic training and guidance to users on common IT tools and best practices
- Participate in routine maintenance tasks and IT projects as required
Where you'll work
You can select which locations you want to apply for in your application on Find an apprenticeship.
This apprenticeship is available in these locations:
- St. Albans Campus, Oaklands, St. Albans, Hertfordshire, AL4 0JA
- Oaklands College, The Campus,, Welwyn Garden City, AL8 6AH
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
OAKLANDS 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
- 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 Level 4-9)
- Maths (grade Level 4-9)
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
About this employer
The Oaklands Education Group is a vibrant and diverse learning-centred community with a proud 100-year history of delivering transformational education. We are ambitious, innovative, and committed to being internationally known, nationally recognised, regionally relevant, and locally significant.
As we continue to invest in our digital infrastructure, cloud services, and modern learning technologies, we are looking for a motivated and tech-curious apprentice to provide exceptional first-line technical support across the organisation. This role is perfect for someone passionate about IT, problem-solving, and helping others—someone who wants to develop real hands-on skills while working towards a recognised Level 3 qualification.
Company benefits
- 30 days’ annual leave + bank holidays
- Local Government Pension Scheme with excellent employer contributions
- Opportunities to progress into permanent role (subject to business need and performance)
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
- Upon completing the apprenticeship, there may be opportunities to progress into a permanent role, depending on business needs and individual performance
Ask a question
The contact for this apprenticeship is:
OAKLANDS COLLEGE
The reference code for this apprenticeship is VAC2000004756.
Apply now
Closes in 18 days (Wednesday 31 December 2025)
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