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Solveway

Apprentice 1st Line IT Support Technician

This is an exceptional opportunity for an aspiring IT professional to launch their career as an Apprentice 1st Line IT Support Technician. You'll gain invaluable hands-on experience, learn directly from experienced engineers, and achieve a recognised Level 3 qualification, all while making a real impact from your first fortnight.

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Information Communication Technician

Apprentice 1st Line IT Support Technician

Realtime IT Solutions Ltd

Role Overview

  • Answer inbound calls, emails, and portal tickets, logging each with sufficient detail in the PSA system.
  • Triage issues based on impact and urgency, monitoring response and resolution targets.
  • Resolve common first-line issues including password resets, MFA resets, mailbox/permissions changes, printer/peripheral setup, Teams/OneDrive problems, and Wi-Fi/VPN connectivity.
  • Administer Microsoft 365 accounts for starters, leavers, licence changes, distribution groups, and shared mailboxes.
  • Action or escalate alerts from monitoring and patching tools.
  • Build, image, and configure laptops and desktops for deployment.
  • Maintain accurate client asset and documentation records.
  • Escalate complex issues to second and third-line support with clear written summaries of attempted resolutions.
  • Provide regular updates to clients, ensuring clear communication throughout the resolution process.
  • Conduct occasional site visits across Leicestershire and the East Midlands with a senior engineer (once proficient).
  • Document fixes as knowledge base articles to benefit the wider team.
  • Assist with small project work such as office moves, hardware refreshes, and new user onboarding.

What a typical day looks like

TIME WHAT YOU ARE DOING

09:00 Overnight alerts and the ticket queue. Anything urgent goes to the top.

09:45 Calls. Locked account, a printer that has dropped off the network, a laptop that will not wake.

11:00 A mailbox permissions change, then a new starter to set up in Microsoft 365.

13:30 Off-the-job training. Coursework, a lab, or time with your trainer.

15:00 Back on the queue. Chase your open tickets, update the clients waiting on you.

16:30 Handover notes before five, and tidy anything that needs to survive overnight.

Training to be Provided

Realtime IT Solutions Ltd training:

WEEKLY One day of protected training time

20% of your hours are off-the-job training, paid as normal working time. That is the law and we treat it as such, not as something to be squeezed when the queue is busy.

MONTH 1 Buddied on the desk

Paired with an engineer, working real tickets from week two with someone checking your work before it goes out.

MONTH 6 Your own queue

Running first line calls independently, with escalation always available. First site visits alongside a senior engineer.

MONTH 18 End-point assessment

Level 3 Information Communications Technician complete, and a qualification that stands anywhere. This is a fixed term contract for the apprenticeship, so a role at the end is not guaranteed. Where we are recruiting and you have earned it, that role would be first line.

Solveway training:

As part of your Level 3 Information Communications Technician apprenticeship, you will receive comprehensive training including:

Structured off-the-job training delivered by Solveway Apprenticeships.

Building a portfolio of evidence linked to your workplace activities.

Regular progress reviews to support your development.

Guidance from a designated workplace mentor.

Support towards the successful completion of your End Point Assessment.

DarkKnight Ltd will provide appropriate workplace tasks to ensure you develop competence in IT support, systems maintenance, troubleshooting, and professional behaviours aligned with the apprenticeship standard.

Desired Skills

Essential– GCSE grade 4 / C or above in English and Maths, or a willingness to complete Functional Skills alongside the apprenticeship– Clear, polite communication on the phone and in writing, with people who are not technical and are often frustrated– Genuine interest in technology, however you have come by it: a home lab, a gaming PC you built, a phone you have repaired, a course you took for fun– Organised enough to hold several open tickets without dropping one– Right to work in the UK, and eligible for a UK apprenticeship– Able to get to our Leicester office reliably for 09:00Nice to have– Any exposure to Windows 11, Microsoft 365 or basic networking– A full UK driving licence, or working towards one– Experience in any customer-facing job. Retail and hospitality count for a lot hereWe are not expecting IT experience. We are expecting someone who wants to learn this properly and will say "I do not know yet" rather than guess.

Qualifications

  • GCSE grade 4 / C or above in English and Maths, or a willingness to complete Functional Skills qualifications alongside the apprenticeship.

About Realtime IT Solutions Ltd

Realtime IT Solutions is a dynamic managed service provider based in Leicester, dedicated to supporting the IT infrastructure of approximately 44 businesses across Leicestershire and the East Midlands. They manage everything from laptops and servers to Microsoft 365 tenants and network solutions. As a small, close-knit team, Realtime IT Solutions offers a unique opportunity for apprentices to gain hands-on experience from day one, working on live tickets and contributing meaningfully to client success, rather than just shadowing.

Future Prospects

Upon successful completion of the 18-month apprenticeship and the Level 3 Information Communications Technician qualification, you will have gained significant real-world MSP experience. While a permanent role is not guaranteed, Realtime IT Solutions prioritises their apprentices for any available first-line positions where they have demonstrated exceptional performance and commitment. This apprenticeship provides a strong foundation for a long-term career in IT support.

Training & Qualification

Information Communication Technician

Information Communication Technician

Launch your IT career with the government-funded Information Communication Technician Level 3 (ST0973). Specialise in Support, Network, or Digital Communications to master cloud services and cyber security. This programme directly qualifies you for roles like IT Support Technician and Network Engineer.

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