IT Support Technician Apprentice
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Company: WELCOMM COMMUNICATIONS LTD
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Location: MARKET HARBOROUGH, LE16 7QU
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Type: Apprenticeship
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Salary: £16,640.00 per year
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Sector: Digital
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Ref: NAS-2000033791
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Application Deadline Date: 26/06/2026
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Start Date: 06/07/2026
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Positions Available: 1
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Working Week: Monday to Friday, 8:30am to 5:30pm.
Brief Description
You will support the delivery and maintenance of key IT services for our customers, including Microsoft 365, endpoint devices, networking, VOIP services, and data connections. This apprenticeship will develop you into a capable IT support professional combining a structured Level 3 training programme with hands-on experience.
Training to be Provided
During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Information Communication Technician standard.
The training covers the following core occupational duties:
https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technician-v1-2
Future Prospects
Upon completion of the apprenticeship, the successful candidate will have a level 3 qualification as a ICT Support Technician.
Vacancy Detail
- Provide first-line IT support to customers via ticketing systems, telephone, and email, taking ownership of incidents from logging through to resolution while maintaining a high level of customer service
- Provide day-to-day support across Microsoft 365 services and end-user systems (Outlook, Teams, SharePoint, OneDrive), including user account management, device support, and platform administration, carrying out configuration, troubleshooting, and issue resolution
- Supporting mobile device management (MDM) using IBM MaaS360 & Intune, including device enrolment, configuration, policy enforcement, and basic troubleshooting
- Assist with Windows Server environments, including Active Directory, Group Policy, and core server roles
- Support basic networking, including TCP/IP, DNS, LAN, WAN, and VPN connectivity, escalating more complex issues where required
- Assist with VOIP services and data connections, supporting setup, configuration, and fault resolution
- Support cybersecurity and managed service tools, including system monitoring, patching, backups, vulnerability management, and security alert handling
- Communicate clearly and professionally with customers at all technical levels, ensuring issues are understood, expectations are managed, and regular updates are provided throughout the lifecycle of a ticket
- Prioritise workload effectively to meet SLA targets, ensuring timely response and resolution in line with agreed service levels
- Maintain accurate and detailed ticket notes to support transparency, handovers, and audit requirements
- Maintaining accurate and up-to-date documentation in IT Glue, ensuring all asset information, configurations, and support records are correctly recorded, regularly reviewed, and kept consistent to support effective troubleshooting, service delivery, and knowledge sharing across the team
- Work closely with engineers and senior technical staff to resolve escalated and complex issues, providing relevant troubleshooting information and assisting with investigations
- Follow escalation processes appropriately, ensuring issues are handed over with clear context and supporting diagnostics to enable efficient resolution
Other Information
- It is a requirement to have five GCSE 9-4 grades or equivalent (including English and Maths) to apply for this type of apprenticeship. If you do not have these grades but have completed numeracy and literacy Key Skills/Functional Skills at level two you may also apply for these apprenticeships.
You must meet the following eligibility criteria to apply for the role:
- Have been a UK/EEA resident for the last 3 years
- Hold valid residency status
- Have the right to work in the UK