IT Technical Apprentice

As an apprentice, you'll work at a company and get hands-on experience. You'll gain new skills and work alongside experienced staff.

What you'll do

You will be working within a team providing IT support, initially carrying out routine checks and assisting end users to log support tickets. You will quickly progress to providing IT support by phone and using remote support tools. This role will initially be 2 to 3 months with the majority of your time in the office in Hatfield and will then progress into working from home and some field-based working at clients sites.

An exceptional level of English and communication skills will be required for this role.

You will be supporting traditional Microsoft server-based systems as well as cloud solutions such as Microsoft 365, Azure and Amazon Web Services.

You will be joining a young dynamic company in a role which will be well mentored and will provide a variety of opportunities to learn. You must be flexible and be able to assist in several areas. This will include support, customer service and project work.

Reporting to the service lead, your duties will include:

• Install, support and service business customers
• Handle telephone calls and emails from clients and create support incidents as needed
• Carry out regular checks and processes
• Provide 1st line support to clients- via telephone, email and remote working
• Provide on-site support to clients
• Identify areas for improvement within support to improve service delivery to clients
• Strive to improve communication both internally and with clients
• Additional duties as deemed appropriate to the role and business need
• Part of this role includes the requirement to maintain excellent relations with the customer and other resolver groups, guiding and aiding effective incident resolutions
• As the first line of contact with customers, you must always maintain a professional and corporate image of the company

Training

The classroom training for the Information Communications Technician comprises of 4 modules. The apprentice will attend the training in an online classroom with their designated JBC trainer.

The modules taught are:

• Network Fundamentals
• Mobility and Operating Systems
• Cloud Fundamentals
• IT Business Principles

Each module is delivered remotely over five consecutive days, with the training weeks scheduled at intervals throughout the apprenticeship.

• We are a government-approved apprenticeship training provider. We provide apprenticeships for a wide range of employers, large and small
• Some of your working hours will be spent training or studying with your appointed JBC Trainer/Mentor or your employer. Learning the skills you need to be successful in the role and complete the apprenticeship
• You will have a progress review with your trainer and line manager every three months, along with regular support sessions to help you develop your portfolio

After the apprenticeship

• As well as the chance to receive full on-the-job training throughout, by the end of the apprenticeship you'll have gained nationally accredited qualifications
• The company also aims to offer the apprentice a permanent role at the end of the training (subject to successfully completing the course and objectives)

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience
• Written English

Qualifications

• Essential: GCSE, English (grade Grade A - C (4 or above))
• Essential: GCSE, Maths (grade Grade A - C (4 or above))

About the employer

FreshStance Ltd, is a UK-based company specialising in IT and telecom support for businesses of all sizes, from startups to international enterprises. Established in 2015, the company has built a reputation for reliability, expertise, and innovation, celebrating over a decade of service in the IT sector. Their teams are based in Hertfordshire and London, offering localized support across various business sectors.

Apprenticeship details

• Course: Information communications technician (level 3), Digital
• Apprenticeship level: Advanced (level 3)
• Training provider: JBC SKILLS TRAINING LIMITED
• Expected duration: 1 Year 4 Months
• Hours: 40 hours a week. Working week: Monday- Friday, 9.00am- 5.00pm.
• Start date: 9 November 2026
• Positions available: 1
• Wage: £16,640 a year