Technical Support Apprentice

Primary Goal
Job LocationUK
Job TagApprenticeship

Location: Solihull, UK (onsite)


By choosing Primary Goal as your training provider not only will you be learning whilst you’re earning you will also be keeping up to date with the latest technology. At the same time, CompTIA learning content is at the heart of our delivery, we will provide you with the knowledge for your Level 3 Information Communications Technician apprenticeship. By using uCertify practice, learn and labs provided to you as part of your apprenticeship, you’ll be able to prepare yourselves for the following exams:

  • CompTIA A + (Exam 1 and 2)
  • CompTIA Cloud Essentials +

If you are passionate about IT and ready to take on a challenging yet rewarding role, then this is the opportunity for you! XE PAY Ltd is a leading provider of innovative point-of-sale solutions and they are on the hunt for an IT Apprentice to join their dynamic team in Birmingham.

As an apprentice, you will play a crucial role in providing technical support to customers and internal staff. This is an excellent opportunity to kickstart your career in the IT industry while working with cutting-edge technologies. Within this role, you will interact with customers via phone, live chat, and email to understand and resolve their technical issues. Address customers’ hardware, software, and networking problems.


  • Resolving technical issues regarding customers’ hardware, software, and networking
  • Complete first-line and second-line support tasks – both internal and external utilising the internal ticketing system
  • Take responsibility of customers issues and ensure they are fixed with a relevant time scale following service level agreements
  • Communicate effectively with customers using the phone, live chat and email
  • Support with password management & resets for internal staff


  • Have a passion for IT
  • Knowledge of general networking and IP addressing
  • Basic knowledge of SQL and databases
  • An understanding of operating systems and troubleshooting problems with Windows 7 to 10 is beneficial
  • Strong communication skills
  • Ability to work both independently and in a team
  • GCSE Grade 4/C in Maths and English or Level 2 Functional Skills

Employer Insights:

The training you’ll be provided with:

  • Comprehensive onboarding  
  • Level 3 Information Communications Technician apprenticeship standard
  • Training for all pathways of your IT career (support technician, network technician, digital communications technician)
  • Specialising in a portfolio of evidence for the Support Technician pathway
  • Access to uCertify training platform; core learning materials, assessments, and practical hands-on-labs
  • e-learning training materials
  • Bi-weekly virtual classroom training on the CompTIA vendor qualifications  
  • Monthly work-based coaches visits and competency checks
  • Primary Goal Support desk for technical support