IT Support Apprentice

As an IT Support Apprentice, you will provide first-line, hands-on IT support to users across the business while working towards the Level 3 Information Communications Technician Apprenticeship Standard. The main focus is hardware, desktop and user support, including diagnosing and resolving straightforward IT faults and more. 

IT Support and User Support

• Log, categorise and prioritise IT faults and service requests received by telephone, email, or other approved channels (internal ticketing system). 
• Provide professional first-line support, gathering clear information to diagnose hardware, software and connectivity issues. 
• Troubleshoot and resolve routine issues, keeping users informed and escalating complex or business-critical matters appropriately. 

Hardware, PC and Laptop Support 

• Carry out daily checks of meeting and conference room technology, testing screens, video conferencing, audio and other equipment and escalating or resolving faults as appropriate. 
• Prepare, install, configure, test and deploy PCs, laptops and associated equipment. 
• Install and configure Windows 11, standard software and required updates. 
• Set up and troubleshoot monitors, docking stations, keyboards, mice, webcams, headsets, printers, scanners, projectors, screens and other peripherals. 
• Diagnose common hardware faults and carry out basic repairs, replacements and routine equipment checks under supervision. 
• Prepare equipment for users and assist with its collection, replacement, redeployment and secure disposal. 

Networking and Connectivity 

• Assist with basic network and connectivity troubleshooting, including cables, ports, switches and wireless connections. 
• Connect IT equipment to the network and use appropriate tools to test and identify straightforward connectivity faults. 
• Escalate issues requiring higher-level network investigation or infrastructure changes. 

Business Systems and Communications 

• Provide first-line support for WinMan ERP, retail EPOS and scales systems in line with established procedures.
• Assist with basic troubleshooting of telephone, communications and meeting-room equipment. 
• Develop broader awareness of business system integrations, including EDI, API and FTP/SFTP, through supervised learning. 

User Accounts and Access 

• Assist with user account setup and routine access and password requests in line with authorised procedures. 
• Follow security and data protection requirements and escalate matters outside the apprentice’s authority. 

IT Assets and Documentation 

• Maintain accurate IT asset records, including equipment allocation, location and status. 
• Assist with receiving, labelling, deploying, recovering and recording IT equipment. 
• Record faults, actions and resolutions and contribute to user guides, technical documentation and standard procedures. 
• Identify recurring issues and provide information to support service improvements. 

Learning and Development 

• Attend apprenticeship training and complete the Level 3 Information Communications Technician qualification, using protected study and off-the-job training time. 
• Shadow experienced IT colleagues and progressively develop from supervised tasks to independent ownership of routine activities. 
• Develop practical knowledge of relevant IT technologies, tools, processes and service management practices. 

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

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