IT Support Apprentice

• Act as a friendly first point of contact for customers, under the guidance of the support team
• Log support requests accurately in the ticket system, including clear notes and updates
• Follow agreed processes for triage, escalation and communication
• Help troubleshoot basic IT issues using remote support tools, with support from senior colleagues
• Assist with setting up laptops, desktops, phones, printers and other hardware
• Support Microsoft 365, Windows and common business applications at an appropriate apprentice level
• Assist with routine checks such as backups, system monitoring and basic maintenance tasks
• Help create and update internal technical notes, customer guides and self-help documentation
• Liaise with third-party suppliers when asked to support issue resolution
• Support larger projects and customer rollouts where suitable, learning from the wider team

After the apprenticeship

What You’ll Gain:

• A recognised Level 3 ICT qualification
• Hands-on experience working with real customers and IT support 
• Development of technical knowledge, digital, and communication skills
• Exposure to IT support issues and ticket systems 

Things to consider

• A genuine interest in IT, technology and helping people solve problems
• A positive attitude and willingness to learn
• Good communication skills and confidence speaking with customers and colleagues
• A methodical approach, with good attention to detail
• Good organisation skills and the ability to follow instructions and meet agreed deadlines
• A basic understanding of IT concepts such as Windows, Microsoft 365, hardware and networking would be helpful, but full training will be provided
• Apple knowledge would be beneficial, but is not essential
• A professional manner and an understanding that customer service is a key part of IT support