Information Communications Technician Apprentice SURESERVE GROUP PLC

Futures Job Shop 002; Newmarket; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading energy services provider in Newmarket is seeking an Information Communications Technician Apprentice to deliver first line technical support to users. This role involves assisting over 4500 employees, managing incidents, and fulfilling technical requests. Ideal candidates will possess excellent customer service skills and have GCSE qualifications in Maths and English. Training will be provided through on-the-job mentorship and remote study.

Qualifications

• Essential qualifications include GCSE or equivalent in Maths and English (grades 4-9).
• Candidates must demonstrate customer care skills and IT proficiency.
• Problem-solving skills are crucial for the role.

Responsibilities

• Provide first line technical support to users across various sites.
• Log and manage incoming calls through to resolution.
• Support over 4500 employees in person, via email, and phone.

Skills

Customer care skills

IT Skills

Problem Solving

Education

GCSE or equivalent in Maths and English (grades 4-9)

Job description

Information Communications Technician Apprentice SURESERVE GROUP PLC

25th September 2025

Sureserve is a national Gas, Energy, Renewables and Compliance business with over 4500 employees. The Group prides itself on being the UK’s leading provider of energy and compliance services to homes and businesses.

Our mission is to be the trusted partner of choice to the social housing and related public sector in delivering essential and affordable heating, energy savings, and compliance solutions, playing a key and progressive role in decarbonisation, always delivering for customers, employees, residents and the environment with safety, integrity and respect at the forefront of everything we do.

You will be working in the ICT Service Desk Team, making sure employees can work as efficiently as possible. You will deliver excellent customer service while adhering to targets agreed with the business to ensure Sureserve continues to grow and prosper.

Reporting to the ICT Service Operations Manager you will provide ‘first line’ technical support to Sureserve users, located across several sites. Candidates will be required to log and manage incoming calls through to resolution.

What you'll do at work

Candidates must possess excellent communication skills and understand the importance of providing outstanding customer service.

Candidates are required to have high levels of concentration, an efficient way of working and the ability to maintain composure under pressure.

The role requires strong organisational skills and the ability to prioritise based on the situation. Candidates are expected to have the aptitude to understand and work on computer hardware and software in varying configurations. A positive ‘can-do’ attitude is required to align with the rest of the ICT Department

• Day-to-day user support of over 4500+ employees across 11 companies in person, via email and phone
• Incident management, from logging through to resolution
• Request fulfilment, including but not limited to:
• Software requests
• Other user-specific requests
• Provide technical advice to employees and team members
• Maintain ownership of jobs and communication to achieve targets set by the business
• Assist in the monitoring of Sureserve infrastructure, raising support calls and escalating when appropriate
• Attend other sites with other members of ICT to provide support and fulfil requests

Training to be provided

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

Training provider

CITY OF SUNDERLAND COLLEGE

Training course

Information communications technician (level 3)

• On-the-job training will be provided by other team members, offering mentoring and support
• Off-the-job training will be provided by Sunderland College, remotely via teams

Entry Requirements

Essential qualifications
GCSE or equivalent in: 4-9 (grade Maths) English (grade 4-9)

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

Skills required

• Customer care skills
• IT Skills
• Problem Solving

Other requirements

There may be potential for out-of-hours working as required by the business, however, this will be considered overtime and is not contractual.

Depending on the success of the apprenticeship and fit to the company, it is highly likely that full-time employment will be offered once the course is passed.

Closing Date

The closing date for this job offer is on 17/10/2025

£16,000 a year

Location

This job is located in Newmarket, Suffolk

West Suffolk College is an ambitious vocational and academic College, with a stunning main campus set in the heart of Bury St Edmunds. We are committed to providing outstanding education to all our students.