IT Support Apprentice
West Kent Housing Association
Kent (TN13 1AX)
Closes in 27 days (Tuesday 3 November 2026)
Posted on 6 October 2026
Contents
Summary
As a member of the Technology Support Team, you will proactively deliver Service Desk and support services that help West Kent provide excellent customer service, while developing practical experience in infrastructure, systems and modern ways of working.
- Wage
-
£15,642 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Staff shifts are currently 9am – 5.30pm, 8.30am – 5pm, 8am – 4.30pm and 7.30am – 4pm (shifts finish half an hour earlier on Friday).
Hybrid working with an office based in Sevenoaks, Kent.
37 hours 30 minutes a week
- Start date
-
Tuesday 10 November 2026
- Duration
-
1 year 5 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
- Provide excellent customer service by responding to and resolving service desk incidents, requests and queries within agreed service levels, keeping users and the Service Desk system updated, and liaising with third parties where required.
- Support the monitoring, maintenance and administration of secure on-premise and cloud infrastructure, escalating performance, security and availability issues where required.
- Work with business users to understand department-specific issues and support users to make effective use of IT systems, Microsoft 365 and modern productivity tools, including Generative AI, by providing clear guidance that helps teams work smarter and adopt new ways of working.
- Support IT projects and change activities by completing technical and administrative tasks, including configuration, testing, implementation, documentation and user guidance.
- Maintain accurate hardware, software, configuration and infrastructure records to support asset management, configuration management, business continuity and knowledge sharing.
- Support good data management by helping to improve the confidentiality, integrity, accuracy and availability of information across IT systems.
- Assist with the set-up, use and support of IT hardware and devices, including laptops, terminals, audio-visual equipment, telephones, mobile devices and Android devices.
Where you'll work
101 London Road
Sevenoaks
Kent
TN13 1AX
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
QA 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
The programme integrates live and online workshops with self-paced learning, employing a guided discovery approach for individual learner contexts.
Learners are assigned a Digital Learning Consultant (DLC) for personalised coaching and support. These specialists ensure their successful progress, well-being, and readiness for assessments.
Requirements
Essential qualifications
GCSE in:
- 3 of any subject (grade 4+ (A* - C))
- Maths & English (grade 3+ (D or above))
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
About this employer
At West Kent we are passionate about the role a housing association can play in society and believe the values of an organisation are what makes it special. We have an exceptional reputation for providing quality homes and excellent community services across Kent.
Company benefits
- Up to three days a year paid volunteering leave, which can be booked by the hour.
- Flexible working opportunities
- £150 annual grant towards some sport, hobby or activity that enhances your well-being.
- Employee assistance programme for support with a variety of personal issues.
- Active social committee with subsidised events.
- Shopping discount vouchers available through our Medicash health plan.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
Ask a question
The contact for this apprenticeship is:
QA LIMITED
The reference code for this apprenticeship is VAC2000057637.
Apply now
Closes in 27 days (Tuesday 3 November 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.