Desktop Support Engineer Apprentice – ICT L3

Canny Clever Ltd are looking for a hardworking and enthusiastic Information Communications Technician apprentice to join their team. The successful individual will be fully supported within the workplace and will work towards completing the ICT L3 Standard.

Training course Information communications technician (level 3)

Hours Standard hours between 08.00-20.00, Monday- Sunday. Flexibility will be required with occasional late working, early starts. Weekend working will be undertaken on a rota basis.

35 hours a week

Thursday 26 February 2026

Duration

1 year 9 months

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands‑on experience.

What you\’ll do at work

• Diagnose, repair, install and maintain computer and other IT related equipment and services
• Answering and directing phone calls
• Organising and scheduling appointments
• Assist in the preparation of regular scheduled reports
• Follow office policies and procedures
• Maintain records held in companies’ electronic systems
• Provide general support to visitors
• Act as the point of contact for internal and external clients
• Any other reasonable duties required by company management

Where you\’ll work

Wellwood House, Dark Lane
Morpeth
NE61 1SU

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

MIDDLESBROUGH COLLEGE

Training course

Information communications technician (level 3)

• Interpret and prioritise internal or external customer\’s requirements in line with organisation\’s policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and elevate where appropriate
• Install or undertake basic software upgrades,either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation\’s policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
• Identify and scope the best solution informed by the system data associated with the task
• Test and evaluate the system\’s performance and compliance with customer requirements.
• Escalate non routine problems in line with procedures
• Use basic scripting to execute the relevant tasks for example PowerShell, Linux
• Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
• Apply the necessary security, in line with access and/or encryption requirements
• Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
• Test and evaluate network environments
• Monitor performance and usage of a network
• Deploy applications on a network
• Set up storage and data access for staff
• Apply necessary security measures, in line with access requirements to a network
• Carry out routine maintenance across network systems, ensuring organisational compliance
• Monitor network-related workloads including DNS and firewalls
• Install or undertake basic upgrades, either physically or remotely
• Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
• Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
• Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
• Use information necessary to identify operational issues and rectify or elevate accordingly in line with policy
• Interpret and prioritise internal or external customer\’s requirements in line with organisation\’s policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and elevate where appropriate
• Install or undertake basic software upgrades,either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation\’s policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
• Training is one day per week. Training takes place in Newcastle City Centre
• On-the-job training

Requirements

GCSE in:

Maths & English (grade 4 or above)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Analytical skills
• Logical

Other requirements

This vacancy is to start immediately therefore you must be available to start before applying. The closing date, interview date and start date are subject to change. This vacancy may close early if sufficient applications are received. Please ensure you apply early to avoid disappointment. Individuals are able to undertake an apprenticeship at a higher level than a qualification they currently hold, including any previously completed apprenticeships. Individuals can also undertake an apprenticeship at the same level, or lower level than a qualification they already hold, as long as the new apprenticeship allows for new skills to be acquired, and the content of the training is materially different from any previous qualification or apprenticeship. Northern Skills will check candidates\’ eligibility prior to any interviews. Please be aware that, as Northern Skills provides a recruitment matching service, we will also consider you for roles which pay the Apprenticeship National Minimum Wage. This role will require us to conduct an enhanced DBS check in some circumstances. This is because of the types of clients we support and the information they store in our facilities. However, having a criminal record is not an automatic bar to being employed with us, we look at each case individually. If you have any questions relating to this, you can call Ken Mosley on 0191 814 3711 for guidance. Anything discussed prior to application will remain totally confidential. The company’s owner brings his dogs to the office most days; therefore, any candidate will need to ensure this will not interfere with any allergies.

About this employer

Canny Clever is a disruptor in the IT Retail and Support sector, with a primary offer of support services to business clients with a head count of between 1 and 1000. Born out of a frustration at the lack of inspired and ethical support options in the business and tech retail sectors.Canny Clever also provide services to our retail clients, those consumers who need help with phones, tablets, laptops, computers. This is in addition to the supply of new, quality refurbished computers, laptops and gaming systems, accessories, a full diagnostics together with a repair offering.

• Depending on the circumstances of the business upon completion of the apprenticeship programme there could be a potential position of employment available

The contact for this apprenticeship is:

MIDDLESBROUGH COLLEGE

The reference code for this apprenticeship isVAC2000000832.