First Line IT Support Apprentice

Summary

The role will involve dealing with in person and ticket requests for all types of IT Issues, from PC’s not working to rebuilding a PC or Laptop.

Wage

£18,000 a year

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Training course

Information communications technician (level 3)

Hours

Monday to Thursday 8.30am to 4.30pm Friday day release at College

35 hours a week

Start date

Monday 1 September 2025

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

The role is based at the Royal Greenwich Trust School.

The role will involve dealing with in person and ticket requests for all types of IT Issues, from PC’s not working to rebuilding a PC or Laptop. You should be prepared to deal with in person request and requests that come through the ticketing system, the role also covers all aspects of IT in a School Environment.

Where you'll work

765 Woolwich Road
London
SE7 8LJ

Training

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

College or training organisation

NEWHAM COLLEGE OF FURTHER EDUCATION

Your 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

Your training plan

This apprenticeship is delivered as a weekly day release at our campus in Stratford, E15.

Level 3 Information Communication Technician Standard
Behaviour, Skills and Knowledge

Requirements

Essential qualifications

GCSE in:

English (grade 4 / C or above)
Maths (grade 4 / C or above)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship 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
Initiative
Non judgemental
Patience

Other requirements

This is an office based role, please make sure you are able to get to the school and college as required.

About this company

With over 20 years of combined experience in all aspects of Information Technology, the TQS team provides a wide variety of services ranging from general support to consultancy and even providing full-time staff to our customers. Our model works a little different to most in that we can be fully flexible to your requirements.

https://tqsse.co.uk/ (opens in new tab)

After this apprenticeship

If successful, and a position is available within TQS at end of placement
Would love to take on under a permanent contract, this is dependent on budgets

Ask a question

The contact for this apprenticeship is: