When a sports injury put paid to her childhood ambition, Nicole had some hard thinking to do. Fortunately, her career in technology provides its own diverse challenges.

A few years back she was scanning an apprenticeship website when she noticed an IBM advert in the corner. “I’m interested in how things work, so I thought I’d give it a try. What surprised me was how many different paths you could take within a technology career”.

Nicole now provides front-end support for mainframe computer customers – many of them large organisations, such as banks and major retailers. “When they call, I gather up all the information and diagnostic data so we can understand the issue and then resolve it”.

As well as providing an outlet for her inquisitiveness, the job also suits her liking for teamwork. “When a major issue comes up, it’s great getting everyone together to pull in all the
different ideas”.

Click here to find out more about technician apprenticeship opportunities at IBM.

Nicole - Career Pathway

  • 2010
    Left College with 3 A Levels in Law, Psychology and English
  • 2010
    OCR Level 4 Advanced Apprenticeship Scheme in IT at IBM (Oxford, Cambridge & RSA) working in the WebSphere Support Team
  • 2014
    Transferred to the Mainframe team. Started a Higher Apprenticeship Scheme in IT at IBM (Oxford, Cambridge & RSA)
  • 2015
    Full-time Z Series Software Support Specialist

Stats - IT user support Technician

Average Salary


Employment Statuses

Full Time Employed: 82,083
Part Time Employed: 8,620
Self Employed: 6,332
Total Employed: 97,035

Gender Split

Male: 74,637
Female: 22,397

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IT user support technicians

IT user support technicians are responsible for providing technical support, advice and guidance for internal/external users of IT systems and applications, either directly or by telephone, e-mail or other network interaction.


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