IT Support Technician
Our Level 3 IT Support apprenticeship creates expert IT Technicians with exceptional problem-solving skills. Apprentices will learn to optimise systems, configure devices, and provide outstanding customer service.
IT SUPPORT APPRENTICESHIP
Our Level 3 IT Support apprenticeship creates expert IT Technicians with exceptional problem-solving skills. Through our live, hands-on training, apprentices learn to optimise systems, configure devices, and provide outstanding customer service.
Programme Outline
LEVEL 3 IT SUPPORT APPRENTICESHIP
This guide outlines everything you need to know about our Level 3 IT Support apprenticeship programme, including:
- Role Overview
- Training Components
- Technical Training
- Career Journey Timeline
Employer
I’m looking to train future digital talent
Apprentice
I’m looking to develop digital skills
Level 3 IT Support apprenticeship
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The Value
Duration: 12 Months and up to 3 Months End Point Assessment.
Create your next generation of outstanding IT Technicians. This apprenticeship creates expert Support Technicians with exceptional problem-solving skills. We teach people how to optimise systems, configure devices, and provide an effective IT support service centred around customer care.
Our curriculum combines expert training and personal support to develop confidence alongside skill. We empower our apprentices to unlock their potential, keeping your IT systems and end-users working effectively.
Whether you are a large IT solutions company that supports external clients, or a smaller in-house IT Department, an IT Support Technician apprentice is guaranteed to improve the overall efficiency and productivity of your company, by resolving technical issues and providing prompt solutions.
Download Employer GuideProgramme Outline
LEVEL 3 IT SUPPORT APPRENTICESHIP
This guide outlines everything you need to know about our Level 3 IT Support apprenticeship programme, including:
- Role Overview
- Training Components
- Technical Training
- Career Journey Timeline
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Who’s It For?
Our Level 3 IT Support apprenticeship isn’t just for career starters; our programme can act as a powerful professional development route for those already working within the industry.
Whether your business is looking to recruit and train new IT talent or upskill your current IT team as part of their professional development plan, our Level 3 IT Support apprenticeship offers a dynamic and inclusive learning pathway for individuals at various stages of their careers.
We adopt a learner-focused approach; we know each learner will come with different levels of existing industry knowledge, learning styles, and learning preferences. That’s why all our programmes are flexible, to ensure we can work with you and your apprentice to build the skills relevant to your business.
Download Employ an Apprentice GuideEmployer Resource
GUIDE TO EMPLOYING AN APPRENTICE
This guide outlines everything you need to know about employing an apprentice. In this guide, we cover:
- An Introduction to Apprenticeships
- The Benefits of Hiring an Apprentice
- The Costs of Hiring an Apprentice
- Apprentice Wage Recommendations
- Choosing an Apprenticeship Standard
- Choosing a Training Provider
- Creating the Job Description
- Advertising Your Apprenticeship Vacancy
- Apprenticeship Interview Tips
- Choosing the Right Candidate
- Next Steps & Checklist
Cheerful,Businesspeople,Using,A,Laptop,In,An,Office.,Happy,Young
Skills Expansion Packs
We understand every business, workplace and job role is different. That’s why we go above and beyond the Level 3 Information Communication Technician apprenticeship standard.
Each programme has a Skills Expansion Pack, which was developed to nurture the digital skills your business really needs and give apprentices the opportunity to gain the specialist certifications needed to become an industry expert. Our Skills Expansion Packs mean that our apprenticeship programmes can be tailored and personalised to suit individual roles, goals, and business needs.
To support our Level 3 IT Support apprenticeship programme, our Skills Expansion Pack provides a range of self-study resources from the Cisco Networking Academy and Microsoft 365 Training. This programme includes a free, optional Microsoft Certified Fundamentals voucher to help apprentices keep pace with the latest industry knowledge and techniques. Exam vouchers are available on request.
Download Manage an Apprentice GuideEmployer Resource
GUIDE TO MANAGING AN APPRENTICE
This guide outlines everything you need to know about managing an apprentice. In this guide, we cover:
- Onboarding Your Apprentice
- Apprentice Employment Rights
- Setting Goals & Objectives for an Apprentice
- The Role of a Workplace Mentor
- Collaborating with Your Training Provider
- Off the Job Hours
- Review Calls & Why They’re Important
- What Happens After the Apprenticeship?
apprenticeshipfunding
Apprenticeship Funding
Apprenticeships are an extremely cost-effective way to recruit new staff or upskill your team. There is a range of government funding and local authority grant schemes available, which are designed to help you train the next wave of talent or invest in your team’s professional development.
Large organisations with an annual salary bill over £3 million are required to contribute into the Apprenticeship Levy. The Apprenticeship Levy is a dedicated apprenticeship fund, which employers can use to cover the costs of apprenticeship training and assessment.
Microbusinesses and SMEs are not required to pay into the Apprenticeship Levy. Instead, the government offers a co-investment model. Under this model, the government covers 95% of the apprenticeship training and assessment costs, while the employer contributes the remaining 5%.
Explore your Funding OptionsOUR SKILLS EXPANSION PACKS INCLUDE
TECHNICAL TRAINING
The technical training component of our Level 3 IT Support apprenticeship is split into six practice-led courses. Each practice-led course is then split into two parts.
COURSE 1
This course details the exciting role of an IT Technician and teaches the need for IT support processes and procedures. The course focuses on customer service and communication, cultural awareness and diversity, and relevant legislation.
COURSE 2
This course covers the principles of root cause problem-solving and fault diagnostics. We teach learners how to use common troubleshooting tools while working safely and in line with policies & procedures.
COURSE 3
This course ensures learners are confident working with common client device systems and identifying system hardware components. We prepare learners to install and configure operating systems and provide IT solutions in line with customer requirements.
COURSE 4
In this course, learners will master upgrading and maintaining client architecture. We teach the fundamentals of disaster recovery plans, system upgrades and updates, IT maintenance, and fault prevention.
COURSE 5
This course ensures learners can efficiently and effectively work with network architecture. The 2-day course covers network types, network addressing, and implementing network services.
COURSE 6
In this course, we teach the principles of cloud and cloud-based services. Our expert coaches cover the principles of server, application, and network virtualisation, alongside how to securely integrate and manage mobile devices using the cloud.
Andrew Seaton Still
BENEFITS OF APPRENTICESHIPS
“Over 10 years ago, we quite quickly figured out that for the business to grow we needed to have some of the next generation of engineers. We looked around and apprentices seemed to be the best way to do that.
Any forward-thinking company, especially in the IT sector, needs to think about how they would attract and retain talent.
One of the key benefits that apprenticeships have had on Resolve is, is that we’ve had the ability to have young, fresh, new talent come into the organisation and then progress through the organisation.”
LETS CREATE THE NEXT GENERATION OF IT SUPPORT PROFESSIONALS TOGETHER
Complete the form and a member of our team will be in touch in the next 48 hours.
FACTS & STATISTICS
We help our apprentices build sought-after digital skills. We nurture the skills and behaviours that will directly benefit your company and strengthen your business’s overall skillset, and that will more generally benefit your sector and help repair critical industry issues. Don’t believe us? Let’s look at the data.
93%
Of employers report an overall skills gap in their IT professionals
84%
Of businesses say that cybersecurity and resilience is now priority to them
93%
Of our IT apprentices received a Pass or higher upon completion of their apprenticeship
99%
Of our 2021/2022 learners confirmed they are in paid employment or further education
WE’RE PROUD TO PARTNER WITH
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ABOUT BALTIC APPRENTICESHIPS
At Baltic Apprenticeships, we believe that apprenticeships are the most powerful tool in the world when it comes to skills development.
We’ve been delivering apprenticeships across England since 2007, and we were the first training provider to offer a completely digital approach to apprenticeship training.
Although we’re advocates of technology, we know that teaching life-changing skills needs a human touch. At Baltic, everything we do is built on a foundation of complete care.
Learn More About UsAPPRENTICESHIP PROGRAMMES
Multi-Channel Marketer
Our Level 3 Multi-Channel Marketer apprenticeship empowers learners to create platform-specific strategies, campaigns, and content, designed to increase brand awareness and drive revenue.
Content Creator
Our Level 3 Content Creator apprenticeship transforms creative flair into marketing skills. We empower people to produce high-quality content that maximises audience engagement on modern marketing channels.
Junior Software Developer
Our Level 3 Junior Software Developer apprenticeship connects software teams with aspiring developers. Apprentices will understand the full-software life cycle and know how to design, develop & test software components.
Data Essentials
Our Level 3 Data Essentials apprenticeship builds the skills needed to unlock data capabilities and spark digital transformation. By the end of this course, apprentices will have the confidence to make data-driven decisions.
Network Engineer
Our Level 4 Network Engineer apprenticeship bridges the gap between network support and network management. We ensure our learners can support advanced networks and implement best industry practices to keep systems optimised for peak performance.
Marketing Executive
Our Level 4 Marketing Executive apprenticeship equips marketers with a deeper understanding of marketing approaches and strategy. We teach people how to plan and execute tactical and targeted marketing activities that lead to conversions.
Software Developer
Our Level 4 Software Developer apprenticeship is the solution for people looking for the next step in their software career. Building on existing knowledge, we teach advanced project management skills & development practices, creating future leaders.
Data Analyst
Our Level 4 Data Analyst apprenticeship teaches people to convert organisational data into powerful insights and stories. Apprentices will learn to extract meaning from the data at their disposal, informing strategic business decisions.
Level 3 IT Support apprenticeship
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Role Overview
Duration: 12 Months and up to 3 Months End Point Assessment.
As an IT Support Technician apprentice, you will play a crucial role in ensuring that IT systems are operating at optimal performance; you will resolve users’ queries and troubleshoot issues within a helpdesk environment.
You will support internal or external customers and help to improve their productivity when using technology to carry out their jobs. You will typically interact with a wide variety of users, and deliver support through digital channels, remotely or in-person.
Throughout your time as an IT Support Technician apprentice, you will develop a mix of hard and soft skills. You will gain expertise in configuring networks and managing user accounts and permissions, but you will also develop crucial soft skills, such as effective communication, problem-solving, time management and customer service.
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Salary Expectations
We are proud members of the Decent Wage Pledge and advocate for higher wages for our apprentices. The minimum salary we ask our employers to pay their apprentices is £13,000 though many of our employers pay their apprentices more than this!
Your salary as an IT Support Technician apprentice will vary dependent on your location, company size, and industry. The average salary for an IT Support Technician apprentice is between £18,000 to £20,000 per year. This salary amount will increase with experience, and apprentices who complete their training and obtain a permanent position can expect a salary increase!
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Skills Expansion Packs
We understand every business, workplace and job role is different. That’s why we go above and beyond the Level 3 Information Communication Technician apprenticeship standard.
Each programme has a Skills Expansion Pack, which was developed to nurture the digital skills the industry is asking for and give you the opportunity to gain the specialist certifications you need to become an industry expert. Our Skills Expansion Packs mean that our apprenticeship programmes can be tailored and personalised to suit individual roles, goals, and business needs.
To support our Level 3 IT Support apprenticeship programme, our Skills Expansion Pack provides a range of self-study resources from the Cisco Networking Academy and Microsoft 365 Training. This programme includes a free, optional Microsoft Certified Fundamentals voucher to help apprentices keep pace with the latest industry knowledge and techniques. Exam vouchers are available on request.
Young,Engineer,Businesswoman,With,Tablet,In,Network,Server,Room
Professional Development
Our Level 3 IT Support apprenticeship isn’t just for career starters; our programme can act as a powerful professional development route for those already working within the industry. If you currently work in IT and you want to develop your digital skills, you can enrol on this apprenticeship programme through your current employer.
Enrolling on a professional development apprenticeship is guaranteed to provide you with new progression opportunities and help advance your career. Our Level 3 IT Support apprenticeship will advance your IT skills, broaden your industry knowledge, and ensure you stay up-to-date with industry best practices. Our curriculum will support your current role and provide you with an essential understanding of IT Support.
Learn more about Professional DevelopmentOUR SKILLS EXPANSION PACKS INCLUDE
TECHNICAL TRAINING
The technical training component of our Level 3 IT Support apprenticeship is split into six practice-led courses. Each practice-led course is then split into two parts.
COURSE 1
This course details the exciting role of an IT Technician and teaches the need for IT support processes and procedures. The course focuses on customer service and communication, cultural awareness and diversity, and relevant legislation.
COURSE 2
This course covers the principles of root cause problem-solving and fault diagnostics. We teach learners how to use common troubleshooting tools while working safely and in line with policies & procedures.
COURSE 3
This course ensures learners are confident working with common client device systems and identifying system hardware components. We prepare learners to install and configure operating systems and provide IT solutions in line with customer requirements.
COURSE 4
In this course, learners will master upgrading and maintaining client architecture. We teach the fundamentals of disaster recovery plans, system upgrades and updates, IT maintenance, and fault prevention.
COURSE 5
This course ensures learners can efficiently and effectively work with network architecture. The 2-day course covers network types, network addressing, and implementing network services.
COURSE 6
In this course, we teach the principles of cloud and cloud-based services. Our expert coaches cover the principles of server, application, and network virtualisation, alongside how to securely integrate and manage mobile devices using the cloud.
Oliver-Stills
FROM LEVEL 3 TO LEVEL 4 TO QUALIFIED IT PROFESSIONAL
“Every single person I’ve spoken to has been so supportive throughout the whole thing, and my trainers have been brilliant. I’ve loved the whole thing.
My apprenticeship has given me everything I need. It’s given me experience, qualifications, and lots of knowledge. My work is so varied – there’s something new every single day!
I genuinely couldn’t say a bad word about Baltic. From the day I started my Level 3 apprenticeship as a 16-year-old to finishing my Level 4 apprenticeship as a 21-year-old, it has been great.”
FACTS & STATISTICS
Our apprenticeships are made with your future employability in mind. We help you build the sought-after digital skills that will improve your overall employability, alongside benefitting your chosen sector and helping repair critical industry issues. Don’t believe us? Let’s look at the data.
93%
Of employers report an overall skills gap in their IT professionals
84%
Of businesses say that cybersecurity and resilience is now priority to them
93%
Of our IT apprentices received a Pass or higher upon completion of their apprenticeship
99%
Of our 2021/2022 learners confirmed they are in paid employment or further education
Focused,African,Business,Man,In,Headphones,Writing,Notes,In,Notebook
1-2-1 Coaching & Support
Everything we do is built with our learners in mind. To ensure our learners receive the appropriate level of coaching and overall support, each learner has a designated coach that will support them throughout the entirety of their apprenticeship.
Our approach is designed to empower our learners to achieve their full potential, and we take great pride in offering personalised and comprehensive support. We understand that each individual has unique learning needs, goals, and challenges, and we strive to provide tailored support to help our apprentices succeed in their apprenticeship journey.
Working alongside our coaches, we have a dedicated Safeguarding Team. Their main responsibilities are to keep each of our learners safe and protect them from physical abuse, emotional abuse, domestic abuse, cyberbullying, radicalisation, among other safeguarding concerns, and provide physical and mental health support and advice.
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Baltic Community
We know that apprentices don’t always get the opportunity to network with other apprentices. We wanted to change that! Who better to talk to about your apprenticeship programme than others on the same journey?
All our learners are invited to join our Baltic Community platform, which aims to build a sense of community and camaraderie for our apprentices. We have created a safe space for learners to connect with other like-minded professionals, access support from their peers and coaches, and generally make the most out of their exciting apprenticeship journey!
It is here that our apprentices can access a range of personal and professional development resources, enrol on our tailored training courses, and book Baltic Live events.
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