IT Apprenticeship

Join Middlesbrough Council as a Technical Support Apprentice and gain hands-on experience supporting the technology that keeps the Council running. You’ll be part of the ICT Services team, helping staff with hardware, software and technical issues while developing your skills in troubleshooting, customer service and IT systems. Working alongside experienced colleagues across the Service Desk, Applications, Infrastructure and Projects teams, you’ll have the opportunity to learn, grow and build a strong foundation for your future in IT.

In this role, you’ll work towards your apprenticeship qualification, gaining practical experience and developing the technical knowledge and skills needed to become an effective IT Support Technician.

A typical day in the job:

• Providing first-line technical support to Council staff, both over the phone and in person, helping them resolve hardware and software issues.
• Logging, prioritising and updating incidents and service requests using the Ivanti Service Desk Manager system.
• Investigating and diagnosing IT problems, carrying out basic troubleshooting and escalating more complex issues when necessary.
• Providing remote support, setting up devices and assisting users with their IT equipment and applications.
• Supporting IT procurement by checking deliveries, maintaining stock levels, asset tagging equipment and organising items in the storeroom.
• Working alongside the Service Desk, Applications, Infrastructure and Projects teams to develop your technical knowledge and contribute to IT projects and service improvements.
• Completing general administrative duties, maintaining accurate records and providing updates to users.
• Following Council policies and procedures, including information security, data protection, health and safety, and asset management.
• Taking part in apprenticeship training and development activities while learning from experienced colleagues.

Salary, Hours & Benefits:

• Salary: £15,433.44 – £24519.88 per annum depending on age
• Hours: Monday–Thursday, 8:00am–5:00pm; Friday, 8:00am–4:30pm.
• Location: Office-based role with Middlesbrough Council’s ICT Services team.
• Flexibility: Willingness to work around apprenticeship training and study commitments, including participation in a rota to support service needs where appropriate.
• Training and development: Opportunity to develop technical skills and gain practical experience across a range of ICT services.

Desired Qualities, Skills, and Knowledge:

• Good communication skills, with the ability to explain issues clearly and work effectively with users and colleagues.
• A willingness to learn from experienced team members, follow guidance and develop technical knowledge.
• An interest in IT hardware, including desktops, laptops, printers and monitors.
• Awareness of Microsoft Windows, Microsoft Office 365 and common workplace IT systems.
• Basic problem-solving skills and the ability to recognise straightforward technical issues and seek help when needed.
• An understanding of the importance of accurate record-keeping, logging support requests and following established procedures.
• An interest in customer service and providing a positive experience for users.
• The ability to work as part of a team and contribute to a supportive working environment.
• A proactive attitude towards learning, continuous improvement and developing new skills.
• The ability to manage priorities and learn to work effectively in a busy environment with support.
• Grade 5/C English GCSE and Grade 4/C Maths GCSE

Your Training:

This apprenticeship provides the opportunity to develop the skills, knowledge and practical experience needed to begin a career in IT support. You’ll learn on the job alongside experienced ICT professionals, build your confidence in troubleshooting and customer service, and gain exposure to different areas of the Council’s ICT service. You’ll also develop your understanding of IT security, data protection, equipment management and professional service delivery as part of your ongoing training and development.

INDIT