Summary
Join our team as an ICT Support Technician Apprentice and gain a nationally recognised Level 3 qualification while building real world technical skills. This role focuses on hands on IT support, networking, and cybersecurity giving you a solid foundation for a career in technology.
Wage
£18,000 a year
£3,000 awarded upon successful achievement of the Level 3 qualification and EPA
Training course
Information communications technician (level 3)
Hours
Monday to Friday 9am to 5.30pm. Hybrid - Essex (office-based with remote work). Will be required to visit client sites on request.
37 hours 30 minutes a week
Start date
Monday 9 March 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
Technical Support (Primary Focus):
* Provide 1st line technical support to internal and external customers via phone, email, and ticketing system
* Diagnose and resolve hardware, software, and network connectivity issues using structured troubleshooting methodologies
* Install, configure, and maintain hardware and software across Windows/macOS environments
* Document solutions and maintain the knowledge base
* Escalate complex issues appropriately while keeping users informed
Network & Infrastructure:
* Assist with wired and wireless network device configuration
* Support network troubleshooting and maintenance activities
* Monitor system performance and security alerts
* Participate in backup and disaster recovery procedures
Projects & Development:
* Complete a work-based project addressing a specific technical problem or service improvement
* Build a professional portfolio demonstrating your knowledge, skills, and behaviours
* Contribute to IT process improvements and documentation
Additional Responsibilities:
* Support digital marketing activities (social media scheduling, website updates) as business needs allow
* Assist with general office administration tasks
Where you'll work
The Plaza 1 Rutherford Park
Great Notley
Braintree
CM777AU
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
GINGER NUT MEDIA 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
Information Communications Technician Level 3.
* One to one coaching sessions every 4-weeks
* Group webinars and collaborative learning
* Flexible remote learning around your work schedule
* Mock EPA assessments to ensure readiness
* Support from dedicated training assessor
More training information
* Cisco IT Essentials certification
* Cisco Cybersecurity Essentials certification
* Cisco Networking Essentials certification
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
* Problem solving skills
* Analytical skills
* Logical
* Team working
* Initiative
* Enthusiasm to learn
Other requirements
* Previous experience with IT support or helpdesk environments
* Familiarity with ticketing systems
* Interest in cybersecurity and cloud technologies
* Basic knowledge of social media platforms and digital tools