Technical Support Apprentice

VELOCITY 1ST LIMITED

London (SE1 4PG)

Closes in 22 days (Tuesday 24 March 2026 at 11:59pm)

Posted on 25 February 2026

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Summary

We’re looking for an enthusiastic and tech-savvy Technical Support Apprentice to join our friendly and growing support team in London.This is a fantastic opportunity to gain hands-on experience, work with a wide range of technologies, and develop your IT career with a company that values growth, innovation, and teamwork.

Wage

£19,000 a year

Check minimum wage rates (opens in new tab)

Salary depending on experience - £19,000 – £20,000

The pay may be negotiated and may rise after a probation period has been successfully completed.

Training course
Information communications technician (level 3)
Hours
Monday - Friday, 9.00am - 5.30pm.

37 hours 30 minutes a week

Start date

Monday 30 March 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

You’ll provide technical support across hardware, software, and networks, helping our clients keep their systems running effectively.

Key Responsibilities:

  • Provide Level 1 and Level 2 technical support to clients across hardware and software systems
  • Diagnose, troubleshoot, and escalate technical issues where needed to Level 3 engineers
  • Maintain accurate documentation and provide user-friendly guides or support materials
  • Communicate effectively with clients and suppliers to deliver timely solutions.Collaborate with internal teams to ensure high-quality service delivery
  • Collaborate with internal teams to ensure high-quality service delivery
  • Occasionally work outside standard hours when required for urgent issues or project work

Where you'll work

1 Long Lane
London
SE1 4PG

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

  • 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 A*-C/ 9-4)
  • Maths (grade A*-C/ 9-4)

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
  • Problem solving skills
  • Logical
  • Team working
  • Initiative

Other requirements

Skills Required:

  • Excellent communication skills, both written and verbal, superb time management, multitasking, and organisational skills, managing clients.
  • Being able to perform under pressure, Confidence and excellent interpersonal skills, A team player able to build relationships
  • Non-reliance on AI for technical research

Personal:

  • Analytical mind and natural curiosity to learn about technology
  • Excellent attention to detail
  • Ability to write structured and logical documentation

About this employer

HelpDesk Heroes are a team of experienced technical and security specialists delivering proactive, reliable, 24/7 business IT services to clients globally and across the UK.

 

Our services range from complete managed IT solutions to flexible remote support.

 

We manage critical IT infrastructure, including servers, storage, backup & disaster recovery, IT security, and web services. We work with businesses of all sizes, from micro-businesses to medium-sized enterprises.

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

Company benefits

  • Office and remote working (75/25)
  • Subsidised travel
  • Commission
  • Profit share

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

Ivana

ivana@velocity-academy.co.uk

The reference code for this apprenticeship is VAC2000017602.

Apply now

Closes in 22 days (Tuesday 24 March 2026 at 11:59pm)