1st Line IT Apprentice
I.T. PROFESSIONAL SERVICES LIMITED
Chester Le Street (DH2 1AQ)
Closes in 13 days (Friday 26 June 2026)
Posted on 12 June 2026
Contents
Summary
This role is ideal for someone starting their career in IT who has a genuine interest in technology, problem-solving, and helping people. The apprentice role will provide first-line support to users by answering calls, logging incidents and service requests, troubleshooting common issues, and escalating where required.
- Wage
-
£18,000 a year
Minimum wage rates (opens in new tab)
£18,000 for the first year of your apprentice, rising to national minimum wage for the remainder of the 15-month apprenticeship. First line role starting salary of £26,000.
- Training course
- Information communications technician (level 3)
- Hours
-
The role will operate Monday - Friday on a two-shift rotation, covering 7.00am - 3.30pm and 10.30am - 7.00pm as required.
37 hours 30 minutes a week
- Start date
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Monday 13 July 2026
- Duration
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1 year 3 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
- Answer incoming support calls in a professional and helpful manner
- Log, categorise and prioritise incidents and service requests accurately
- Provide first-line fixes for common user issues
- Follow agreed processes and knowledge articles to resolve tickets efficiently
- Escalate issues to the appropriate team when a first-line fix is not possible
- Keep users updated on the progress of their tickets
- Assist with basic event management activities, including reviewing alerts
- Maintain accurate records within the ticketing system
- Support the End User Team with day-to-day operational tasks
- Learn and develop technical knowledge through hands-on experience, training and mentoring
- Deliver good customer service and represent the Operations department positively
- Any other duties reasonably required by your line manager
Where you'll work
Angel House Unit 5
Drum Industrial Estate
Chester Le Street
DH2 1AQ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
BALTIC TRAINING SERVICES 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
Remote learning, around 3 days per month.
Requirements
Essential qualifications
GCSE in:
- English Language (grade Grade 5 or above)
- Math (grade Grade 5 or above)
Desirable qualifications
A Level in:
T Level in:
BTEC in:
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
- Analytical skills
- Logical
- Team working
Other requirements
Essential:
- Educated to A-Level, T-Level standard or equivalent (we will accept predicted results)
- A keen interest in IT and technology
- Willingness to learn and develop new technical skills
- Good communication skills, both written and verbal
- Confident speaking to users over the phone
- A helpful, professional, and customer-focused attitude
- Good attention to detail when logging and updating tickets
- Ability to follow processes and instructions
- Basic problem-solving skills
- Reliable, punctual, and willing to work as part of a team
- No previous IT support experience required
- You must live within commutable distance of County Durham as this role requires you to be office based at least 3 days per week
Desirable:
- Basic understanding of computer hardware, including building, upgrading, or repairing devices
- Basic understanding of installing and configuring operating systems
- Familiarity with installing, updating, and removing common software applications
- Awareness of how to identify and respond to virus or malware-infected devices
- Ability to research technical issues and use online resources to help identify suitable solution
About this employer
We’re experts in solving complex business problems through intelligent and secure IT implementation that protects and transforms organisations, helping them to grow. We embrace innovation and drive change, bringing new ideas, new technologies and new ways of thinking as a trusted IT partner. With 26 years of experience, we partner with companies across the public and private sector to deliver data centre, cyber security, cloud, data and analytics, network services and managed services solutions. Our highly accredited and experienced engineering teams combined with our strategic relationships with partners such as Microsoft and Cisco, mean that our customers trust us to simplify the complexity of IT and deliver benefits that make them more agile, competitive and resilient. Our vision is a world in which technology makes lives easier, society fairer and our planet greener.
http://itps.co.uk (opens in new tab)
Company benefits
- 27 days annual leave
- Your birthday off work
- Hybrid / flexible working (3 days office / 2 days home)
- Enhanced sick pay benefit (4 months full pay)
After this apprenticeship
We have a clear track record of promoting apprentices into 1st Line Helpdesk roles on completion of their apprenticeship.
Ask a question
The contact for this apprenticeship is:
BALTIC TRAINING SERVICES LIMITED
The reference code for this apprenticeship is VAC2000036986.
Apply now
Closes in 13 days (Friday 26 June 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.