IT Support Level 3 Apprentice
The purpose of this role is to provide front-line support to clients and contribute to the smooth operation of the Company’s software and internal systems. Working as part of the Support team, the role focuses on handling support queries, resolving user issues, and ensuring a positive client experience.
Role
This position is designed for someone beginning their career in IT through a Level 3 apprenticeship, developing strong communication, technical, and problem‐solving skills while gaining hands‐on experience with live systems, internal tools, and customer support processes.
Key Responsibilities:
- Act as a first point of contact for client support queries via phone, email, and ticketing systems
- Accurately log, monitor, and manage support requests through to resolution
- Liaise with clients to understand issues and provide functional support where appropriate
- Escalate technical or complex issues to development teams with clear and complete information
- Take ownership of assigned issues and follow them through to completion
- Communicate progress and updates clearly to clients and internal teams
Technical And Operational Responsibilities:
- Install and configure test versions of software and perform quality checks
- Support live system installations, upgrades, and post-deployment checks
- Perform routine system and service monitoring checks
- Identify and report areas of concern for further investigation
- Provide assistance with internal IT infrastructure and liaise with external suppliers where required
During your first week of employment, you will be required to be working from the office for the full week. The following 4 weeks you may be required to attend the office more than 2 days a week. Normal Hybrid working rules will apply thereafter.
Training
- At least 20% of your working hours will be spent training or studying
- The role offers long term security and the opportunity to progress into a permanent position
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- VELOCITY 1st LIMITED
- Working Week
- Monday- Friday 8.30am- 5.00pm with 1-hour unpaid lunch. Training time is included and paid within the working week.
- Expected Duration
- 1 Year 4 Months
- Positions Available
- 2
- Closing Date
- Saturday, 30th May 2026
- Start Date
- Monday, 8th June 2026
Desired Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Analytical skills
- Logical
- Team working
- Initiative
Qualifications
- English GCSE, grade A*-C/9-4 or equivalent (Essential)
- Maths GCSE, grade A*-C/9-4 or equivalent (Essential)