Digital Field Support Apprentice

Thurrock Council; Thurrock; Hybrid; GBP 8,300 - 11,000; Full time

Benefits offered by this job

Generous annual leave entitlement

Hybrid working opportunities

Ongoing training and professional dev.

Employee assistance programme

Job summary

Thurrock Council is seeking a Digital Support Technician Apprentice to join the Customer Experience Team. You will help resolve incidents, assist with service requests, install or repair IT equipment, and support the Service Desk while you study for a Level 3 Infrastructure Technician apprenticeship over 18 months.

You will work 37 hours per week with a National Minimum Wage for apprentices and hybrid working where applicable, plus ongoing training and wellbeing support.

Qualifications

• Essential GCSE grades 4–9 including Maths and English.
• DBS check at basic level required for this post.

Responsibilities

• Support incident resolution and request fulfilment processes.
• Respond to queries in person, online or by phone following procedures.
• Install or repair IT equipment and software in council locations.
• Support the Service Desk and keep users informed throughout processes.
• Maintain accurate records of incidents, requests and assets.
• Provide on-site user support and participate in team activities.
• Collaborate with colleagues to improve IT support for the business.

Skills

Communication

Customer service

Tech interest

Process following

Organisation

Teamwork

Learning aptitude

Education

GCSE Maths & English

Job description

Job Title: Digital Support Technician Apprentice

Salary: National Minimum Wage based on age group

Working Hours: 37 hours per week

About the Department

The Corporate Services Directorate plays a central role in supporting the Council to deliver reliable, efficient and secure services to residents. The Customer Experience Team is responsible for supporting and improving a wide range of critical digital applications used across the organisation. The team works closely with frontline services, internal teams and external suppliers to ensure systems are stable, secure and meet evolving business needs. It focuses on continuous improvement, helping services make better use of technology, data and insight to deliver high-quality outcomes for the community.

About the Role

As a Digital Support Technician Apprentice you will be responsible for:

• Supporting the resolution of incidents and requests in line with the agreed incident management and request fulfilment processes and local procedures.
• Responding to queries online, by phone or in person, following service procedures and quality standards, and using personal initiative to provide the best possible customer service overall.
• Carrying out the installation or repair of IT equipment and software in Council and partner locations as directed.
• Supporting the Service Desk and their responsibilities.
• Proactively keeping users informed throughout all stages of all processes.
• Maintaining accurate records relating to incidents, requests, assets, licences, and other aspects of IT service management.
• Providing on-site support and guidance to users of devices and systems as required.
• Participating in team meetings, training, and other team activities.
• Working with other team members, and business managers across the department to improve support to the business.

The key responsibilities and duties of the role are neither exclusive nor exhaustive. All workers are expected to operate flexibly to support delivery of services for IT Support and from time to time will be required to undertake responsibilities, outside the normal remit of role description as required by the line manager, which are broadly commensurate with the job level and scope of competence.

About the Apprenticeship

Alongside performing the duties of your role, you will also be studying for and working towards achieving your Level 3 Infrastructure Technician (IT) Apprenticeship for the 18-month period.

As an Apprentice you will also be required to actively engage with your training provider and undertake all tasks in relation to your apprenticeship studies and successfully complete your apprenticeship. Attend and participate in the mandatory monthly Apprentice Forums or Grangewaters Apprenticeship Days. Volunteer and participate in activities that promote apprenticeships at Thurrock Council. To participate in any other apprenticeship specific tasks if requested.

For apprenticeships at level 3 and above, you must achieve Function Skills level 2 in Maths and English (GCSE grades 4 to 9) if they are not already held.

Apprenticeship study will be undertaken within normal working hours. Time will be allocated to attend training and complete assignments, workbooks, online training etc. as required by the qualification.

What We're Looking For

We're looking for someone who has:

• Good communication skills, both written and verbal
• Ability to provide excellent customer service
• Interest in technology and digital services
• Ability to follow processes and instructions accurately
• Good organisational and time management skills
• Ability to work effectively as part of a team
• Aptitude to learn and develop new technical skills

Essential Qualifications: GCSE Grades 4-9 (or Grade C & above) including Maths and English

DBS Check: At Basic Level is required for this post.

Benefits of Working with Us

At Thurrock Council, we value our employees and offer a comprehensive benefits package, including:

• Generous annual leave entitlement
• Flexible and hybrid working opportunities (where applicable)
• Ongoing training and professional development
• Employee assistance programme and wellbeing support
• Staff discounts and local offers
• A supportive and inclusive working environment

Closing Date (Redeployment Only): 19th November 2026

Closing Date (Internal & External): 29th November 2026

Interview Date: To Be Confirmed

Additional Information

If you have any questions about the role or interview process, please contact:

Andy Best - Head of Infrastructure, Technology and Colleague Experience

|01375 652048

To view the Job Profile and Person Specification, please follow the link below:

Download Job Profile (PDF Document)

Where the Person Specification lists qualifications as essential, please ensure copies of your certificates are uploaded to your application form.