IT Apprenticeship

• Provide first-line IT support to colleagues across the business via phone, email, Teams, remote and face-to-face support.
• Log, prioritise and manage IT support tickets, escalating issues to the Systems Administrator where required.
• Troubleshoot and resolve common hardware, software, network and connectivity issues.
• Set up and configure laptops, desktops, mobile devices, printers and other IT equipment.
• Assist with user account administration, including new starters, leavers, password resets and MFA.
• Assist with IT security, including phishing reports, antivirus alerts, device compliance and software updates.
• Support network connectivity, Wi-Fi, printers, scanners and other networked equipment across company sites.
• Follow IT policies, procedures and technical documentation when resolving issues.
• Create and update IT knowledge base articles and user guides.
• Assist with IT projects, infrastructure maintenance and system upgrades under the guidance of the Systems Administrator.
• Provide clear, friendly and professional support to users, explaining technical issues in straightforward language.

Training

As an IT Support Technician apprentice, you will play a crucial role in ensuring that IT systems are operating at optimal performance; you will resolve users’ queries and troubleshoot issues within a helpdesk environment.

You will support internal or external customers and help to improve their productivity when using technology to carry out their jobs. You will typically interact with a wide variety of users, and deliver support through digital channels, remotely or in-person.

Throughout your time as an IT Support Technician apprentice, you will develop a mix of hard and soft skills. You will gain expertise in configuring networks and managing user accounts and permissions, but you will also develop crucial soft skills, such as effective communication, problem-solving, time management and customer service.

After the apprenticeship

This apprenticeship programme will provide you with everything you need to launch and develop your career in IT support. Afterwards, we’ll support you to take the next steps, including further training and progression onto a Level 4 qualification.