ICT Apprentice

As an ICT Apprentice, you will support IT operations while developing core technical skills aligned with the ICT Level 3 Apprenticeship.

As an ICT Apprentice, you will support IT operations while developing core technical skills aligned with the ICT Level 3 Apprenticeship.

Guided by our SHIFT values; Solution‑Driven, Heritage, Integrity, forward‑Thinking and Trust, you will learn to provide effective IT support, contribute to the smooth operation of systems and services, and grow into a confident, capable member of the team. Your role focuses on learning, applying new skills, and building professional habits that reflect our culture of excellence, collaboration and continuous improvement.

RESPONSIBILITIES

Helpdesk & User Support:

• Provide supervised first‑line technical support to colleagues via phone, email and the ticketing system
• Log, categorise and update support tickets following ITIL‑aligned processes
• Assist with account setup, password resets, MFA support and user onboarding
• Support colleagues with Microsoft 365, Windows OS, connectivity issues, printing and other common applications
• Help build and configure laptops, desktops and mobile devices securely and consistently

Technical Development & Troubleshooting:

• Learn structured troubleshooting techniques for resolving common IT issues
• Assist with software installation, configuration and basic system checks
• Contribute to IT documentation, including simple guides, asset lists and troubleshooting notes

Network Fundamentals (Supervised):

• Observe routine network monitoring tasks across LAN, Wi‑Fi and VPN systems
• Assist with diagnosing basic connectivity and performance issues
• Learn about switches, routers, firewalls and other network hardware as part of your development

Projects & Operational Support:

• Participate in small project activities, such as device rollouts and hardware refresh programmes
• Support engineers with on‑site tasks including equipment setup, testing and installation work

Continuous Improvement & Collaboration:

• Suggest improvements to enhance user experience or simplify IT processes
• Demonstrate reliability, openness and teamwork—building trust across the business
• Uphold SHIFT values in all interactions, acting with respect, professionalism and ownership

• Communication skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Initiative
• Motivated
• Can do attitude
• Troubleshooting
• Hardware and Software
• Passion for IT
• Willing to travel
• Willingness to learn
• Proactive

• English GCSE, grade 4/C + (Essential)
• Maths GCSE, grade 4/C + (Essential)