Summary We are a small Managed Services Provider seeking a passionate 1st Line Support Apprentice. This role offers hands-on experience in IT support, including customer issue triage, system improvements, and installations. We provide comprehensive training, career growth opportunities, and regular social activities. Wage £15,000 a year Check minimum wage rates (opens in new tab) 22 days holiday bank holiday Training course Information communications technician (level 3) Hours Mon: 09:00 -17:30 Tue: 09:00 – 17:00 Wed: 09:00 – 17:00 Thur: 09:00 – 17:00 Fri: 09:00 – 17:00 35 hours 30 minutes a week Start date Friday 1 August 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 Your duties will include: Daily Support: Triage customer issues and queries via our ticketing system and phone calls. Assign tickets to yourself and escalate when necessary. Diagnose and troubleshoot issues before resolving remotely and occasionally through site visits. System Improvements: Work with senior staff to plan and implement system wide improvements for both internal and customer systems. Installations: Install new computers for customers, following their individual specifications. Both manual installation and remote automated. Advanced Tasks: Get involved in more complex tasks such as server installations, cloud service, and 365 platform migrations and improvements. Where you'll work 7-8 New Road Avenue Chatham ME4 6BB Training Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills. College or training organisation IPS INTERNATIONAL LIMITED 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 training programme is completed via an Apprenticeship Standard at Level 3 and learners will achieve a Pearson Level 3 Information Communications Technician qualification. Apprentices without Level 2 English and mathematics will need to achieve this level prior to taking the End Point Assessment. Regular training contact will support the learner to develop the occupation standard’s knowledge, skills and behaviours. The learner will build a portfolio of evidence-based on real work projects. The Apprenticeship Standard has three pathways to choose from: Support Technician Network Technician Digital Communications Technician Requirements Essential qualifications GCSE in: ICT (grade 5 and above) Maths and English (grade 4/C and 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 Trouble Shooting Skills Process Driven Other requirements Enrolment onto your apprenticeship programme is subject to prior attainment checks, and your Personal Learning Record will be reviewed upon successful appointment. We are also obligated to follow the guidelines around eligibility, set out by the government apprenticeship funding rules. NB: Please include minimum qualifications (GCSE Maths and English grades) in your apprenticeship application. Tailor your application to the vacancy, dedicating 1-2 paragraphs for each question to demonstrate interest in the role and the company. If you are unsuccessful, you will be automatically added to our Talentpool list where future vacancies will be sent to you. If you would like to opt out of this mailing list please select unsubscribe in the email. About this company WYSIWYG is a small, Managed Services Provider based in Medway, with customers throughout Kent. We manage IT systems and provide solutions and improvements for businesses across a range of sectors. http://Wysiwygcomputers.com (opens in new tab) After this apprenticeship Upon successful completion of the apprenticeship, there is the possibility of a permanent position. Ask a question The contact for this apprenticeship is: IPS INTERNATIONAL LIMITED Mandy Rai mandyrai@ips-international.com 01634298808 The reference code for this apprenticeship is VAC1000327836.