Digital Field Support Apprentice

Job Description

Job Title: Digital Support Technician Apprentice
Salary: National Minimum Wage based on age group
Grade: Apprentice
Contract Type: Fixed Term Apprentice (15-18 months)
Working Hours: 37 hours per week

Apprenticeship Course & Length: Level 3 Digital Support Technician (IT) - 15-18 months

Training Provider: Gingernut Training

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 Digital Support Technician (IT) Apprenticeship.

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
• Local Government Pension Scheme
• 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

Important Dates

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

abest@thurrock.gov.uk |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.

About us

Why Thurrock?

Working at Thurrock Council gives you the opportunity to join an organisation that is changing at pace, one where you can make a real difference to the lives of the people we serve.

Thurrock Council is moving towards a new community leadership approach which involves linking with local partners and communities as we shape our improvement for the years ahead.

This is an exciting time to join us, to shape the future success of our changing organisation and to have a positive influence on our borough.

Our location

Thurrock is located on the north bank of the river Thames. Our urban centres are a vibrant mix of established towns and new young communities, with a diverse and growing population of around 160,000 residents.

We are an emerging cultural and arts centre, home to the production centre for the Royal Opera House and the National Skills Academy for Creative and Cultural Skills. We have excellent retail and leisure opportunities, including Lakeside Shopping Centre, country parks, forests, and marshes.

Thurrock is just half an hour journey away from the centre of London by train and well connected by road.

Staff benefits

We offer lots of staff benefits, including a generous annual leave entitlement and hybrid working. We champion flexible working and job share applications are welcome.

Further information can be found here Employment benefits | Working for the council | Thurrock Council

Equality, Diversity & Inclusion

Thurrock Council is committed to equal opportunities. As a Disability Confident Employer, disabled people will be offered an interview where they meet all essential criteria on the person specification.

We serve a diverse community where people are different yet equal. Diversity underpins everything we do.

For further information about Thurrock Council please visit our website: Thurrock Council