Information Communications Technician Apprentice
Reporting to the ICT Service Operations Manager you will provide ‘first line’ technical support to Sureserve users, located across several sites. Candidates will be required to log and manage incoming calls through to resolution.
Role
Candidates must possess excellent communication skills and understand the importance of providing outstanding customer service. Candidates are required to have high levels of concentration, an efficient way of working and the ability to maintain composure under pressure. The role requires strong organisational skills and the ability to prioritise based on the situation. Candidates are expected to have the aptitude to understand and work on computer hardware and software in varying configurations. A positive ‘can-do’ attitude is required to align with the rest of the ICT Department
- Day-to-day user support of over 4500+ employees across 11 companies in person, via email and phone
- Incident management, from logging through to resolution
- Request fulfilment, including but not limited to:
- Mobile provisioning
- Laptop provisioning
- Software requests
- Other user-specific requests
- Provide technical advice to employees and team members
- Maintain ownership of jobs and communication to achieve targets set by the business
- Assist in the monitoring of Sureserve infrastructure, raising support calls and escalating when appropriate
- Attend other sites with other members of ICT to provide support and fulfil requests
Training
- Information Communication Technician (Level 3/Advanced)
- On-the-job training will be provided by other team members, offering mentoring and support
- Off-the-job training will be provided by Sunderland College, remotely via teams
Depending on the success of the apprenticeship and fit to the company, it is highly likely that full-time employment will be offered once the course is passed.
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- CITY OF SUNDERLAND COLLEGE
- Working Week
- 08:00 – 16:30.
- Expected Duration
- 1 Year 6 Months
- Positions Available
- 1
- Closing Date
- Friday, 17th October 2025
- Start Date
- Monday, 27th October 2025
Desired Skills
- Team working
- Administrative skills
- Attention to detail
- Communication skills
- Customer care skills
- IT Skills
- Patience
- Problem Solving
Qualifications
- 4-9 GCSE or equivalent, grade Maths (Essential)
- English GCSE or equivalent, grade 4-9 (Essential)
About the Employer
SURESERVE GROUP PLC
Sureserve is a national Gas, Energy, Renewables and Compliance business with over 4500 employees. The Group prides itself on being the UK’s leading provider of energy and compliance services to homes and businesses. Our mission is to be the trusted partner of choice to the social housing and related public sector in delivering essential and affordable heating, energy savings, and compliance solutions, playing a key and progressive role in decarbonisation, always delivering for customers, employees, residents and the environment with safety, integrity and respect at the forefront of everything we do. You will be working in the ICT Service Desk Team, making sure employees can work as efficiently as possible. You will deliver excellent customer service while adhering to targets agreed with the business to ensure Sureserve continues to grow and prosper.
- Company
- SURESERVE GROUP PLC
- Location
- Unit 2, Tulip House Craven Court, Newmarket, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £16,000 a year
- Posted
- Company
- SURESERVE GROUP PLC
- Location
- Unit 2, Tulip House Craven Court, Newmarket, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £16,000 a year
- Posted