Summary

Launch your IT support career with Concero! Earn while you learn, solve real-world technical issues and help schools use technology with confidence.

Wage

£16,000 a year

Training course

Information communications technician (level 3)

Hours

37.5 hours per week, 8.00am - 4.00pm or 8.30am - 4.30pm.

37 hours 30 minutes a week

Start date

Wednesday 25 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

Monitor your customer portfolio and respond to incidents logged by the customer or on behalf of the customer
Management of problems to resolution for any network or equipment failures, including and not restricted to: software, hardware and infrastructure problems as defined by the SLA. This will include computers, servers, peripherals and cloud-based applications
Ensure that all systems, change request forms, service calls and queries used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes
Act as point of contact regarding all technical issues with manufactures, suppliers, ISP and external support organisations
Manage day-to-day tasks, time and responsibilities to ensure that service levels are achieved, proactive maintenance and change implementation objectives are met
Proactively seek out changes that will add value for the customer and ensure the service is delivered in the most efficient and dynamic way
Identify and raise issues, escalate or resolve where required and offer solutions to queries providing a customer interface (using all means for communication tools) to ensure the best possible customer experience
Maintain a professional and effective working relationship with customers and work colleagues at all levels and at all times

Where you'll work

You can select which locations you want to apply for in your application on Find an apprenticeship.

This apprenticeship is available in these locations:

Carswell Manor, Carswell, Faringdon, SN7 8PT
Bull Lane, Chalfont St. Peter, Gerrards Cross, south Buckinghamshire, SL9 8RJ

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)

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, wellbeing, and readiness for assessments.

Requirements

Essential qualifications

GCSE in:

English (grade 3+ (D or above))
Maths (grade 3+ (D or above))

Desirable qualifications

GCSE in:

Any subjecr (grade 4+ (A-C))
Any subject (grade 4+ (A-C))
Any subject (grade 4+ (A-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
Problem solving skills
Administrative skills
Analytical skills
Team working
Initiative
Driving licence

IT Technician Apprentice

Start with your email