Information Communications Technician Apprentice

SUPPORTWISE IT SERVICES LTD

Cirencester (GL7 5XL)

Closes in 14 days (Thursday 30 April 2026 at 11:59pm)

Posted on 15 April 2026

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Summary

Supportwise have an exciting new opportunity for a 1st Line IT Support Technician to extend our capacity and work closely with the team.

Reporting directly to the Head of Support, the successful candidate will be responsible for providing a quality level of support for our clients, as you assist with day-to-day remote IT user issues.

Wage

Competitive

Competitive wage offered

Check minimum wage rates (opens in new tab)

£8.50 per hour

Training course
Information communications technician (level 3)
Hours
Monday to Friday.

40 hours a week

Start date

Monday 25 May 2026

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

  • Answer incoming support calls, providing a friendly and helpful first point of contact.
  • Dealing with users on the telephone and on occasion in person to determine issues quickly and clearly.
  • Managing personal Service Desk ticket queue, ensuring ticket data is clear, concise and up to date.
  • Providing excellent customer service from start to finish.
  • Configuring wireless controllers and access points to deploy our solutions.
  • Update and manage documentation in line with company requirements.
  • Assessing issues quickly, taking appropriate action to escalate when required.
  • Providing new hardware installs (where appropriate)
  • Maintenance of IT equipment i.e syncing printers, hardware repairs.
  • Microsoft Windows Desktop Support.
  • Active directory – change passwords, update settings, create and delete users.
  • Excellent written and verbal communication skills.
  • Strong ability to self-learn and progress.
  • Approachable with good people skills.

Where you'll work

Nexus House
Lakeside Business Park
Cirencester
GL7 5XL

Training

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

Training provider

CIRENCESTER 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

Level 3 Information Communications Technician

Whilst the majority of training will take place at the employers' premises, there will be occasional attendance required at Cirencester College.

Requirements

Essential qualifications

GCSE in:

  • English (grade C)
  • Maths (grade C)

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
  • Administrative skills
  • Analytical skills
  • Logical
  • Team working
  • Creative
  • Initiative
  • Non judgemental
  • Patience

About this employer

Supportwise IT Services are a small but growing IT business focused on delivering excellent uptime and performance, as well as mitigating security risks.

We work with businesses of all sizes but with a focus on SMBs and SME’s, with an aim to cultivate long-term relationships with clients, built on mutual respect and support.

We are an inclusive and hardworking team who offer an exciting, fast paced, and supportive work culture. Our aim is for staff to be enthusiastic, to enjoy and to really take pleasure in their work, and we are looking for someone who also appreciates such qualities to join our team.

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:

CIRENCESTER COLLEGE

Appenticeship

apprenticeships@cirencester.ac.uk

The reference code for this apprenticeship is VAC2000026423.

Apply now

Closes in 14 days (Thursday 30 April 2026 at 11:59pm)