Summary We are building a team to provide IT Support & Services to one of our critical public sector clients. You will be the "face" (and voice) of Atos for our clients. You will be the first point of contact for users experiencing technical issues, helping to resolve them quickly and efficiently. Wage £16,000 a year Check minimum wage rates (opens in new tab) As within salary set - No bonus at start point. Training course Information communications technician (level 3) Hours Monday - Friday, may have some shift patterns, e.g. 7.00am - 3.00pm or 11.00am - 7.00pm (to be confirmed). 37 hours a week Start date Monday 16 February 2026 Duration 1 year 6 months Positions available 28 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 As an apprentice, you will gradually take on more responsibility as your skills grow. Your day-to-day will include: Being first Point of Contact: Answering incoming calls, emails, tickets and web chats from clients regarding IT issues Incident Logging: Accurately logging details of faults and requests into our Service Management tool Troubleshooting: Diagnosing and resolving basic technical issues such as: - Password resets and account unlocks - Software installation and Microsoft Office/365 queries - Basic hardware faults (laptops, printers, peripherals) Escalation: Identifying complex issues that need to be passed on to 2nd or 3rd line support teams Customer Service: Keeping users updated on the status of their tickets and ensuring high levels of customer satisfaction Learning: Dedicating 20% of your working hours to your apprenticeship studies, workshops, and coursework Where you'll work 3300 Solihull Park Way Birmingham Business Park Birmingham B37 7YQ Training Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills. Training provider SOLIHULL COLLEGE AND UNIVERSITY CENTRE 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 Training schedule College day release at Solihull College's Blossomfield Campus Weekly day release - timetable to be given at the start of the programme Requirements Essential qualifications GCSE in: GCSE's in Maths & English (grade 4/C or above) Desirable qualifications Other in: IT (grade Level 2) STEM (grade Level 2) 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 Administrative skills Analytical skills Logical Team working Patience Other requirements Local Atos office – Birmingham Business Park. This will be onsite at all times outside of the Apprenticeship. Not home or hybrid working. About this employer Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. € 10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris. The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space. http://www.atos.net (opens in new tab) Company benefits 25 Days leave Private medical cover Up to 10% matched pension contributions Wide range of flexible benefits Income protection Life assurance Disability Confident A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions. You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview. After this apprenticeship Degree Apprentice or alternative further education/industry qualification. Opportunities in line with business growth and demand, potentially Cyber Security, AI, Data, Cloud Engineering, Service Management, Operations. Ask a question The contact for this apprenticeship is: SOLIHULL COLLEGE AND UNIVERSITY CENTRE The reference code for this apprenticeship is VAC2000006018.