IT Helpdesk Digital Support Technician Apprentice

This role acts as the bridge between sales, customers, and engineering — ensuring that once a lead is qualified, the journey from quoting to installation and invoicing is seamless. It combines customer communication, sales support, provisioning, scheduling, and operational coordination.

The ideal candidate is commercially aware, systems-savvy, quick to grasp detail, and confident in managing multiple moving parts without getting flustered. They will handle end-to-end coordination of customer orders, liaise internally, and ensure nothing falls through the cracks.

If you want to be part of a team that continues to maintain our high level of customer service and satisfaction and be an integral member of helping the business grow and succeed then this could be the role for you. 

Key Responsibilities

We see that this role has two key elements.  Sales support which requires working closely with the sales team to build on existing relationships and onboard new, provisioning the incoming work and working with technical/engineering to clarify.  CRM management, quoting and customer liaison all being critical elements of the end to end process.  Interest in taking on projects and integrating within the operations element of the business will allow this role to flourish. 

Sales Support & Service Provisioning

• Work closely with the Senior Sales Executive to qualify opportunities, create quotes, and onboard new customers.
• Translate sales requirements into clear actions for engineering and operations teams.
• Ensure all customer details, expectations, and changes are captured accurately in CRM and internal systems.

Customer Communication & Relationship Handling

• Act as a point of contact for post-sale queries, clarification and coordination ahead of installation.
• Build rapport with customers and proactively update them on progress and any required actions.

Operational Coordination

• Schedule engineering jobs and liaise with field teams to ensure readiness, equipment, and timelines.
• Track installations through to completion and escalate issues where needed.

Systems & Data Accuracy

• Maintain up-to-date customer information using Freshsales, Xero and InControl.
• Cross-check details for accuracy across internal systems and invoices.

Process Support & Continuous Improvement

• Identify inefficiencies or bottlenecks and suggest improvements to workflows or communication.
• Contribute to internal projects that support operational performance and business growth.

Ad-hoc Business Support

• Provide cross-functional support across sales and operations where needed.

Performance Indicators (KPIs)

• Speed and accuracy of quote-to-install process.
• Customer updates and communications handled proactively.
• Engineering jobs scheduled and tracked with minimal errors.
• CRM/Xero/InControl records maintained accurately and consistently.
• Reduction in rework or clarification delays.
• Contribution to smoother workflows and process refinements.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Initiative
• Non judgemental
• Patience
• Knowledge of Sales
• Service delivery support
• Calm under pressure
• Ability to prioritise

• English GCSE, grade Grade A - C (4 or above) (Essential)
• Maths GCSE, grade Grade A - C (4 or above) (Essential)
• IT GCSE, grade Grade A - C (4 or above) (Desired)