ICT Apprentice

We are looking for an enthusiastic and motivated Apprentice Information Communications Technician (Level 3) to join our growing technical support team. This role is ideal for someone passionate about technology and keen to develop a career in IT support, cloud technologies, and Microsoft 365 environments.

As the first point of contact for our customers, you will provide technical assistance via telephone, email, and live chat while developing the skills required to support cloud-based systems, networking, operating systems, and modern workplace technologies.

You will work towards the Level 3 Apprentice Information Communications Technician, gaining industry-recognised skills and certifications alongside practical workplace experience.

Key responsibilities are as follows - 

• Provide first-line technical support via phone, email, and live chat.
• Log, update, and manage support tickets within the service desk platform.
• Troubleshoot common IT issues relating to hardware, software, cloud services, and networking.
• Escalate incidents and service requests to senior engineers where required.
• Assist with device setup, configuration, and maintenance.
• Support Microsoft 365 applications and user account administration.
• Monitor customer systems and respond to alerts generated by monitoring tools.
• Maintain accurate technical documentation and knowledge base articles.
• Communicate technical information clearly to non-technical users.
• Follow service desk processes, procedures, and security policies.
• Participate in apprenticeship training and complete all required coursework and assessments.

• Communication skills
• IT skills
• Attention to detail
• Customer care skills
• Problem solving skills
• Administrative skills
• Number skills
• Logical
• Team working
• Initiative
• Patience
• Time management skills
• Willingness to learn

• Maths, English and Science GCSE, grade 9 to 4 (Desired)