IT Support Technician Apprentice

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

Training:

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

Training Outcome:

Upon completion of the apprenticeship, the successful candidate will have a level 3 qualification as a ICT Support Technician.

Employer Description:

At Welcomm Communications, we’re more than just a service provider. Our team is dedicated to supporting businesses, ensuring they have all the necessary tools to effectively communicate; we’re in the business of helping business connect to their customers. Their success is our success. This commitment is what truly brings a family feel to our business. We are immensely proud to be known for our award-winning customer service and operational support, having been recognised as O2’s Business Partner of the Year for six consecutive years—an unprecedented accomplishment and we are committed to continuing this excellent service for our customers.

Our core values drive everything we do:

Trust (Integrity): We prioritise honesty, transparency, and ethical decision-making. Innovation: We embrace a growth mindset, excel in problem-solving, remove blockers, and seek new opportunities. People First: We value empathy, emotional intelligence, and prioritise building strong relationships. Collaboration: We foster inclusivity, strong communication, and work to break down silos.

Working Hours :
Monday to Friday, 8:30am to 5:30pm.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Team working,Proactive,Strong time management,Willingness to learn,IT experience,M365 and Windows OS,Independent working