IT Apprentice

We are looking for an enthusiastic apprentice to join our technical support team as a Support Engineer. This role is ideal for someone at the beginning of their IT career who is keen to gain hands-on experience supporting real customers, systems, and networks while developing their technical knowledge through an apprenticeship. 

Cloud Telephony Support

• Create, amend, and maintain cloud-based telephone system configurations

Process customer requests such as:

• Name changes
• Call routing updates
• User and extension management
• Perform basic system changes on live environments, following agreed processes

Assist users with:

• Password resets
• Login issues
• General system access problems

User Support & Training:

• Provide first-line support to end users via phone, email, and ticketing system

Deliver basic to moderate user guidance, such as:

• Explaining how existing features work
• Helping users understand the system functionality already in place
• Ensure issues are clearly logged, tracked, and updated within the internal CRM

Network & Connectivity Support

Support customer network connections by:

• Running basic diagnostics via online provider portals
• Identifying common connectivity faults
• Booking engineer visits where required

Carry out basic network maintenance tasks, including:

• Changing Wi-Fi usernames and passwords
• Configuring new routers prior to dispatch
• Preparing equipment for installation or replacement

Communication & Liaison

• Speak directly with customers in a professional and confident manner
• Liaise with third-party providers for telephony and network services

Communicate updates, issues, and resolutions clearly to:

• Customers
• Internal team members
• Maintain accurate records of all work completed in the CRM

Learning & Development

• Gain hands-on experience supporting live customer systems
• Learn structured troubleshooting and escalation processes
• Shadow senior engineers and gradually assist with more complex technical issues
• Develop technical, communication, and problem-solving skills throughout the apprenticeship
• Build a strong foundation for progression into a 2nd Line Support role
   

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Team working
• Initiative
• Patience

• English GCSE, grade 4 (Essential)
• Maths GCSE, grade 4 (Essential)