1st Line Helpdesk ICT Technician (SaaS Support) Apprentice

SAFETYNET SOLUTIONS LTD

CREWE (CW1 6FF)

Closes in 29 days (Thursday 23 April 2026 at 11:59pm)

Posted on 24 March 2026

---

Summary

Safetynet Solutions Ltd is seeking a proactive and customer-focused 1st Line Helpdesk ICT Technician to provide frontline technical support for end users of our Visitor & Contractor Management SaaS applications. 

• Wage:

  £15,600 for your first year, then could increase depending on your age

  National Minimum Wage rate for apprentices

  Check minimum wage rates (opens in new tab)

  The pay may be negotiated and may rise after 3 months.

• Training course: Information communications technician (level 3)
• Hours: Monday to Friday 9am to 5pm, shifts.

  37 hours 30 minutes a week

• Start date:

  Monday 4 May 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

This role is the first point of contact for customers, responsible for logging, triaging, and resolving support requests using HubSpot Helpdesk (CRM).

The successful candidate will deliver high-quality support, ensuring issues are resolved efficiently or escalated appropriately, while maintaining excellent customer & team communication throughout.

KEY RESPONSIBILITIES

Customer Support & Incident Management

• Act as the first point of contact for all SaaS-related support queries via phone, email, and HubSpot Helpdesk.
• Log, categorise, and prioritise tickets accurately within HubSpot CRM/Helpdesk.
• Provide first-line troubleshooting and resolution for application, user access, and basic system issues.
• Ensure all incidents and service requests are managed in line with SLAs and KPIs.
• Escalate complex or unresolved issues to 2nd/3rd line support with clear documentation.

Application Support (SKYVISITOR / SAFEWORKS and the new SAFETYNET.ONE – launching Q3/4 2026

• Support users with onboarding, account setup, and general usage of the SaaS platform.
• Diagnose common issues related to: User authentication and permissions, data input/output errors or device/browser compatibility

Assist with basic configuration and user guidance.

HubSpot Helpdesk / CRM Usage

• Maintain accurate and detailed records of all customer interactions in HubSpot.
• Track ticket progress and ensure timely updates to customers.
• Use HubSpot workflows to manage case lifecycle and follow-ups.
• Contribute to knowledge base articles and support documentation.

Customer Experience

• Deliver a professional, empathetic, and solutions-focused service.
• Keep customers informed with clear, jargon-free communication
• Identify recurring issues and feedback trends to improve service delivery.

Documentation & Continuous Improvement

• Create and update internal and customer-facing documentation.
• Contribute to FAQs and troubleshooting guides for our SaaS Solutions.
• Highlight opportunities for process improvement within the helpdesk

DESIRABLE BUT NOT ESSENTIAL

• Experience supporting web-based applications (ideally SKYVISITOR or similar platforms)
• Familiarity with HubSpot CRM / Service Hub
• Understanding of ITIL principles (incident, problem, and change management)
• Basic knowledge of APIs, integrations, or data handling

Where you'll work

LANCASTER HOUSE
LANCASTER FIELDS
CREWE
CW1 6FF

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 expand future career prospects.

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.

An apprenticeship includes regular training with Velocity Academy. At least 20% of your working hours will be spent training or studying.

Requirements

Essential qualifications

A Level 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
• Customer care skills
• Problem solving skills
• Analytical skills
• Logical
• Team working
• Initiative
• positive can-do attitude
• Eager to learn

Other requirements

Customer-first mindset.

About this employer

Safetynet Solutions creates bespoke workplace security and management systems. They specialise in tools that help businesses manage visitors, contractors, access control, goods-in, and mailroom operations, using a mix of digital systems, print solutions, and ID card technology. They’re known as a leading UK provider with over 30 years’ experience and offer scalable solutions for small businesses through to global companies.

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

Company benefits

• Competitive salary after probationary period. Minimum wage for the age group will be the starting rate.
• Training and development opportunities.
• Exposure to innovative SaaS technology.

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 VAC2000022777.

Apply now

Closes in 29 days (Thursday 23 April 2026 at 11:59pm)