ICT Apprentice

COFFEE CUP SOLUTIONS LIMITED

WOKINGHAM (RG41 2FD)

Closes in 27 days (Friday 14 August 2026 at 11:59pm)

Posted on 17 July 2026

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Summary

We are looking for an enthusiastic and motivated Apprentice Information Communications Technician (Level 3) to join our growing technical support team. This role is ideal for someone passionate about technology and keen to develop a career in IT support, cloud technologies, and Microsoft 365 environments.

Wage

£15,600 to £24,784.50, depending on your age

National Minimum Wage

Minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday to Friday, either 9.00am to 5.30pm or 8.30am to 5.00pm. To be confirmed.

37 hours 30 minutes a week

Start date

Monday 7 September 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

As the first point of contact for our customers, you will provide technical assistance via telephone, email, and live chat while developing the skills required to support cloud-based systems, networking, operating systems, and modern workplace technologies.

You will work towards the Level 3 Apprentice Information Communications Technician, gaining industry-recognised skills and certifications alongside practical workplace experience.

Key responsibilities are as follows - 

  • Provide first-line technical support via phone, email, and live chat.
  • Log, update, and manage support tickets within the service desk platform.
  • Troubleshoot common IT issues relating to hardware, software, cloud services, and networking.
  • Escalate incidents and service requests to senior engineers where required.
  • Assist with device setup, configuration, and maintenance.
  • Support Microsoft 365 applications and user account administration.
  • Monitor customer systems and respond to alerts generated by monitoring tools.
  • Maintain accurate technical documentation and knowledge base articles.
  • Communicate technical information clearly to non-technical users.
  • Follow service desk processes, procedures, and security policies.
  • Participate in apprenticeship training and complete all required coursework and assessments.

Where you'll work

12B
OAKLANDS BUSINESS CENTRE
OAKLANDS PARK
WOKINGHAM
RG41 2FD

Training

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

Training provider

BRAGD LLP

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

Once the training plan has been agreed, the structured training will take place at work, whilst the apprentice is employed. Apprenticeship training will be delivered by our training partner, Bragd LLP. 

More training information

The structure of the actual apprenticeship will be based on the relevant standards, and will be tailored to take account of the individual employer and apprentice's needs and wants. As a minimum, this will include:

  • Briefing and engagement sessions delivered by Bragd and the employer to explain the apprenticeship in more detail
  • An initial assessment of your level of relevant knowledge, skills and behaviours (KSBs) to allow a tailored, individualised programme to be developed
  • An initial assessment of your level of functional skills including English and mathematics
  • An individual learning plan (ILP) that describes the activities that will be completed as part of your learning journey
  • A structured programme of off the job training, learning and development activities that meet the ‘OTJ’ requirement, delivered by a team of experienced trainers and tutors
  • Ongoing 1-2-1 support from your employer and a dedicated tutor / mentor from Bragd
  • Regular assessment and signposting to help you keep you on track with developing the range of required knowledge, skills and behaviours
  • Quarterly progress reviews to recognise achievement, confirm additional support needs and identify next steps
  • Support and guidance to help you complete your end point assessment, where you will demonstrate the wide range of KSBs you have developed during your apprenticeship programme

Requirements

Desirable qualifications

GCSE in:

Maths, English and Science (grade 9 to 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
  • Administrative skills
  • Number skills
  • Logical
  • Team working
  • Initiative
  • Patience
  • Time management skills
  • Willingness to learn

Other requirements

Desirable Skills

  • Basic knowledge of Microsoft Windows operating systems.
  • Familiarity with Microsoft 365 applications.
  • Awareness of computer hardware and networking.
  • Previous customer service experience.
  • Any personal IT projects, studies, or certifications.

About this employer

Coffee Cup Solutions is a Wokingham-based managed IT services and consultancy provider with over 10 years’ experience supporting organisations across the UK.  We deliver managed IT support, cyber security, cloud and MS 365 solutions, and offer software development and strategic IT consultancy, with a strong focus on proactive service, security and long term client partnerships.

http://www.coffeecupsolutions.com (opens in new tab)

Company benefits

Basic holiday entitlement starts at 25 days per annum (exc Bank Holidays) and increases with length of service up to a max of 30 days.

We offer private medical health cover which includes EAP for all full time employees. 

Other benefits including two company socials per annum.

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

To be confirmed upon appointment.

Ask a question

The contact for this apprenticeship is:

BRAGD LLP

Pam Stirling

pam@bragd.co.uk

02045760290

The reference code for this apprenticeship is VAC2000043487.

Apply now

Closes in 27 days (Friday 14 August 2026 at 11:59pm)