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      1st Line Support Technician Apprentice – Speke , Liverpool

      • L3 Information Communication Technician
      • Liverpool

      North West Ambulance Service NHS Trust

      Level 3 Information Communications Technician

      North West Ambulance Service NHS Trust

      Estuary Point, Speke, L24 8RF

      Monday–Friday 9am-5pm, 37.5 hours weekly

      £23,959 annually

      Please contact Lois on or call 01133 500 333

      About the Company:

      The Northwest Ambulance Service NHS Trust is the ambulance service for Northwest England. It is one of ten ambulance trusts providing England with Emergency medical services, and is part of the National Health Service, receiving direct government funding for its role.

      Brief job description:

      Estio Training have an exciting new opportunity for a 1st Line Support Technician with an NHS Trust based in South Liverpool.

      Job Description:

      To be part of a team assisting in the provision, maintenance and development of a comprehensive ICT service under the guidance of Functional Support Specialists in order to support departmental objectives. The post holder will be responsible for delivering IT systems services across the Trust.

      To provide technical advice and support on hardware and software to Trust-wide users.

      To assist in the smooth day-to-day running of all IT systems, which will include regularly attending NWAS sites over a wide geographical area.

      To manage, troubleshoot and resolve desktop based system and printer related issues quickly in order to provide efficient and effective user support.

      To be part of a team providing Out of Hours On-call services to the Trust across the full range of IT services.

      Your duties and responsibilities in this role will consist of:

      • To be courteous, patient and tactful at all times, and to exercise the highest standards of customer care. Delivering high levels of customer service and presenting a positive image of the ICT Department as part of the ICT Directorate.
      • To ensure, with other members of the department, that all requests for help, support and advice are recorded through the computerised Service Desk management system.
      • To routinely provide telephone based advice, support and fault diagnosis on IT related matters to Trust-wide users achieving an agreed standard for 1st line fix on phone target.
      • To routinely receive requests for assistance via the Service Desk management software and provide advice, support and fault diagnosis on IT related matters to Trust-wide users as directed by ICT Service Desk Manager.
      • Maintains accurate log entries of requests which cannot be dealt with on first contact, recording fault details, contact information and subsequently advice users of actions to be taken.
      • To provide, with other members of the team, assistance in giving first line technical support and guidance to enable users to solve their own problems. Maintains accurate log entries of contact with resolution details and follow-up information.
      • To create, delete and maintain user accounts as required following the existing policies.
      • To provide documentation of procedures for the installation and support of desktop systems, Trust-wide applications and associated equipment.
      • To adhere to escalation procedures, promptly escalating unresolved calls as appropriate.
      • To provide support in the installation and configuration of all new desktop devices including IPT phones, smart phones, PC’s, laptops and PDA’s and associated devices e.g. printers and scanners ensuring that the legal licensing requirements are adhered to. To setup, configure and install computer equipment as directed to support projects and initiatives within the Trust.
      • To assist in the server room with operational problems as directed by a 3rd Line Support Specialist or Engineer.
      • To assist with backup routines on servers as directed by a 3rd Line Support Specialist or Engineer.
      • Ensure that data backups are taken when required and stored in secure areas.
      • To assist in identifying any desktop issue that may arise like regarding security, resilience or performance and report to the ICT Service Desk Manage.
      • Provide consultancy to end users and provide recommendations on the most appropriate desktop hardware and software in response to users’ requests for new desktop IT equipment. Provides quotations following Trust guidelines for procurement purposes.


      • 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

      General duties and Responsibilities

      • Enhance own performance through continuously developing own knowledge, skills and behaviours to meet the current and future requirements of the job and respond to the learning needs of the Trust.
      • Act within acceptable parameters as an employee/ Manager for the trust, having regard to the applicable ‘Code of Conduct for your role and ensuring own practice is in accordance with Trust policies.
      • Maintain own CPD and contribute to own personal development by participating in annual appraisal with line manager, developing a PDP, and actively participating in agreed learning activities and evaluating effectiveness of learning in relation to role.
      • Regularly review own practices and makes changes in accordance with current and/or best practice, makes suggestions for improved practice and identifies where other activities affect own practice
      • To achieve and demonstrate agreed standards of personal and professional development within agreed timescales.
      • To contribute positively to the effectiveness and efficiency of the teams in which he/she works.
      • To contribute to a healthy, safe and secure working environment by adhering to health and safety regulations, Trust policies, procedures and guidance. Take necessary action in relation to risks in the workplace including supporting others to manage risks and reporting incidents as necessary.
      • To act in ways that support equality and diversity and the rights of individuals, ensuring own practice is in accordance with Trust policies. Identify and take action when own or others’ action undermines equality and diversity.
      • To raise concerns around risk, malpractice or wrongdoing at work, which may affect patients, staff or the organisation, at the earliest reasonable opportunity.
      • To abide by the NHS values and the NHS Constitution, all staff must maintain the highest standards of care and service, treating every individual with compassion, dignity and respect, taking responsibility not only for the care you personally provide, but also for your wider contribution to the aims of your team and the NHS as a whole.
      • The post holder will be required to adapt to and undertake different or new duties in line with professional and service developments.
      • This Job Description is intended as a general guidance to the duties and responsibilities of the post and is not, therefore, exhaustive. It will be subject to review, in light of changing circumstances and in consultation with the post-holder.

      Future prospects:

      The role offers long term security and the opportunity to progress into a permanent position.

      Training to be provided:

      Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

      Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

      Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

      • Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
      • Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
      • Prioritise systems support tasks and monitor and maintaining system performance
      • Maintain regulatory, legal and professional standards.
      • Support the information systems needs for your business.

      To apply for this job email your details to