IT Support Technician Apprentice (L3) – SA Group – Trowbridge, BA14 0XB – £21,000p/a – 40 hrs/w

S A GROUP LIMITED

TROWBRIDGE (BA14 0XB)

Closes in 30 days (Friday 5 June 2026 at 11:59pm)

Posted on 6 May 2026

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Summary

The Apprentice will be the first point of contact for IT-related support for our customers. Troubleshooting, diagnosing, and resolving technical issues for end-users while ensuring high levels of customer satisfaction. 

Wage

£21,000 a year

Check minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday - Friday, Shifts to be confirmed.

40 hours a week

Start date

Monday 22 June 2026

Duration

1 year 5 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

This role is an ideal opportunity for someone who wants to embark on a fruitful career within the IT industry and who has a passion for technology, communications and people. The successful candidate will work within a high functioning team in a forward thinking company on a wide variety of systems. They will gain hands on experience working alongside unique clients while gaining a recognised qualification. On completion of the apprenticeship you will be awarded the L3 qualification in Information Communications Technician and BCS approved awards in ‘Generative AI’ and ‘Understanding Data in your Organisation’.

The technician will also document issues, escalate complex problems, and contribute to the improvement of IT processes and support systems. 

This is an excellent opportunity for individuals to begin a career in the IT industry. 

Key responsibilities:

  • Respond to IT support requests via phone, email, chat or ticketing systems
  • Provide first line technical support for hardware, software, network and application issues
  • Create and manage user accounts and user access for multiple line-of-business applications
  • Guide users through troubleshooting steps and document resolutions
  • Log, categorize and prioritize incidents and service requests in the ITSM tool
  • Escalate unresolved issues to the appropriate second- or third-line support teams
  • Assist with the build, installation and configuration of desktops, laptops, printers and mobile devices
  • Assist with software installation, updates and licensing management
  • Maintain accurate documentation of issues and solutions in the knowledge base
  • Contribute to creating and updating user guides and FAQs
  • Monitor system alerts and logs to proactively identify potential issues
  • Perform routine system checks and updates to ensure optimal performance 
  • Deliver a high standard of customer service and ensure timely follow-ups on open tickets
  • Communicate clearly with technical and non-technical users

Essential skills, characteristics and experience

  • Minimum GCSE grade C or above in English and Maths essential. 
    GCSE in IT or Science related subject would be beneficial. 
  • Knowledge of windows and macOS, with some experience with Linux operating systems
  • Familiarity with Microsoft technologies including Microsoft 365, office and Azure
  • Basic understanding of network concepts (TCP/IP, DNS, DHCP)
  • Experience with Active Directory, Microsoft Entra/AAD, and user account management
  • Experience with laptop/PC diagnostics, upgrades and repairs
  • Ability to diagnose and resolve technical issues efficiently
  • Analytical mindset with attention to detail
  • Strong interpersonal and communication skills
  • Ability to interpret and explain technical concepts to non-technical users
  • Ability to prioritise tasks and manage time efficiently
  • Maintain accurate and detailed documentation
  • Collaborate effectively with team members and other departments
  • No formal experience is required but relevant technical enthusiasm and interest will be essential
  • Willingness to participate in on-call rotations and respond to critical incidents after hours
  • Ability to travel to customer sites when necessary (supervised)
  • Physical ability to lift and move IT equipment (e.g. monitors, desktops)
  • Due to the location of the SA group office and limited local public transport linked, the apprentice must be self-sufficient for travel arrangements

Where you'll work

NEWBURY HOUSE
AINTREE AVENUE
WHITE HORSE BUSINESS PARK
TROWBRIDGE
BA14 0XB

Training

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

Training provider

TECHNICAL PROFESSIONALS 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

During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Information Communication Technician standard.

The training covers the following core occupational duties:

https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technician-v1-2

Requirements

Essential qualifications

GCSE in:

  • English (grade 4/C)
  • Maths (grade 4/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
  • Team working
  • Initiative
  • Physical fitness

About this employer

SA Group is a leading Cyber Security, P3M and Technical consultancy working collaboratively with customers to solve critical challenges. We combine exceptional delivery with the ability to call in highly technical, cyber or digital transformation specialisms at the right time, providing access to the deep expertise you need on a flexible basis. 

After the apprenticeship:  

  • Successful completion of the apprenticeship may lead to permanent employment within SA Group. 
  • Further opportunities to grow within the company and take on more specialist roles. 
     

What We Offer 

  • Competitive salary and benefits package. 
  • Opportunities for professional growth and certification. 
  • Supportive and collaborative work environment. 

After this apprenticeship

  • Successful completion of the apprenticeship may lead to permanent employment within SA Group

Ask a question

The contact for this apprenticeship is:

TECHNICAL PROFESSIONALS LIMITED

The reference code for this apprenticeship is VAC2000030111.

Apply now

Closes in 30 days (Friday 5 June 2026 at 11:59pm)