Summary

This is a fantastic opportunity for an individual looking to start their career within a technical support role. The company is a UK leading provider of hardware and software for the blind, visually impaired and those with learning difficulties. An exciting and varied role, if you are interested apply today!

Wage

£16,640 a year

Training course

Information communications technician (level 3)

Hours

Monday to Friday 9:00 – 17:00, with 30 mins for lunch.

40 hours a week

Start date

Saturday 19 December 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

Taking incoming calls from customers and logging issues onto the CRM system
Dealing with basic problems e.g. access to software remotely, mute button on PC is disabled, and internet is not working
Providing advice and support over the telephone
Responding to email enquiries
Organising repairs
Updating customers on the progress of repairs
Dealing with any other duties as and when required
Completing basic repairs if required

Personal specification:

The ideal candidate will have excellent communication skills
Reliable, approachable and upbeat
You will need to have an excellent telephone manner
The ability to work well in a team as well as independently
Keen to learn
An IT-related qualification would also be advantageous.

This role will be supported by the Information Communication Technician level 3 Apprenticeship standard.

Taking incoming calls from customers and logging issues onto the CRM system
Dealing with basic problems e.g. access to software remotely, mute button on PC is disabled, and internet is not working
Providing advice and support over the telephone
Responding to email enquiries
Organising repairs
Updating customers on the progress of repairs
Dealing with any other duties as and when required
Completing basic repairs if required

Personal specification:

The ideal candidate will have excellent communication skills
Reliable, approachable and upbeat
You will need to have an excellent telephone manner
The ability to work well in a team as well as independently
Keen to learn
An IT-related qualification would also be advantageous

This role will be supported by the Information Communication Technician level 3 Apprenticeship standard.

Where you'll work

Equilibrium House
Mansion Close
Moulton Park Industrial Estate
Northampton
NN3 6RU

Training

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

Training provider

STARTING OFF LIMITED

Training course

Information communications technician (level 3)

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

Level 3 Information Communications Technician apprentice
Remote training delivery
Onefile
VLE
6 hours of dedicated training time every week.

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
Presentation skills
Administrative skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience

IT Apprentice

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