IT Support Apprentice

The IT Support Apprentice provides first‐line and second‐line IT support across the business, ensuring systems, users, and devices operate reliably. The role combines hands‐on technical support with structured apprenticeship learning, building a strong foundation for a long‐term IT career.

Role Purpose

The IT Support Apprentice provides first‐line and second‐line IT support across the business, ensuring systems, users, and devices operate reliably. The role combines hands‐on technical support with structured apprenticeship learning, building a strong foundation for a long‐term IT career.

Key Responsibilities

• Act as first point of contact for IT support requests (service desk, email, phone)
• Log, prioritise, and resolve tickets within agreed SLAs
• Set up, configure, and maintain laptops, desktops, mobile devices, and peripherals
• Support Microsoft 365 (Entra ID/Azure AD, Exchange, SharePoint, Teams)
• Assist with user onboarding and offboarding, including account setup, access provisioning, and equipment preparation
• Prepare IT equipment and system access for new starters ahead of their start date
• Provide basic IT induction support to new staff (logins, devices, core systems, security basics)
• Troubleshoot hardware, software, and basic network issues
• Maintain IT asset registers and documentation
• Support telephony systems (e.g. VoIP / 3CX or equivalent)
• Assist with office IT setups, moves, and changes
• Escalate complex issues appropriately while owning resolution through to completion
• Support routine audits, monitoring, and preventative maintenance

Office Environment & Facilities Support

• Act as a first point of contact for basic office environment and facilities issues
• Assist with desk setups, monitor arms, cabling, docking stations, and meeting room equipment
• Support meeting rooms and shared spaces (AV equipment, screens, conferencing tools)
• Help coordinate office moves, desk reconfigurations, and new starter workspace setup
• Perform basic checks on printers, scanners, and shared office equipment
• Order and replenish office IT‐related consumables (e.g. cables, peripherals, printer supplies, basic stationery)
• Monitor stock levels and raise purchase requests in line with agreed budgets and approval processes
• Liaise with facilities, building management, or third‐party suppliers when issues arise
• Assist with maintaining a safe, tidy, and well‐organised IT and office environment
• Support ad‐hoc operational tasks where IT and office needs overlap

Skills & Attributes

• Strong interest in IT and technology
• Logical problem‐solving mindset
• Clear communication and good customer service skills
• Ability to learn quickly and follow processes
• Organised, reliable, and proactive
• Comfortable working independently with supervision

Training & Progression

• Enrolment on a recognised IT apprenticeship standard
• Time allocated for off‐the‐job learning
• Ongoing mentoring from senior IT staff
• Clear progression pathway into a Junior IT / IT Technician role on successful completion

• 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
• Creative
• Non judgemental
• Physical fitness

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