IT Support Apprentice

You'll be the friendly first stop when someone needs IT help. That might be a laptop that won't connect, a new starter who needs setting up, or a meeting room screen that's offline. You'll train towards a level 3 apprenticeship with Leep Talent at the same time. 

The role

You'll be the friendly first stop when someone needs IT help. That might be a laptop that won't connect, a new starter who needs setting up, or a meeting room screen that's offline. You'll train towards a Level 3 apprenticeship with Leep Talent at the same time. You don't need previous work experience. You'll begin learning on the job from your first week.

You'll report to and work alongside the Director of UK Technology & Global IT, who looks after our Microsoft server infrastructure, Microsoft 365 and our cloud and backup systems across the group. They own the infrastructure and the bigger projects. You own the day-to-day support that keeps people productive, and as your skills grow, you'll get involved in our IT transformation projects.

Key responsibilities and accountabilities

IT support

• Log, prioritise and resolve support tickets on our service desk, in person, by phone and remotely.
• Find and fix hardware and software problems on Windows laptops, desktops, printers and phones.
• Escalate issues you can't resolve to the right person, with clear notes on what you've tried.
• Keep users updated on their tickets until they're closed.

Devices, accounts and assets

• Build and set up laptops and phones for new starters and collect and wipe them when people leave.
• Create and update user accounts, licences and access in Microsoft 365.
• Keep IT asset records accurate: what we own, where it is and who has it.
• Support meeting room and AV equipment.

Maintenance, security and documentation

• Help with routine updates, patching and device health checks.
• Run scheduled backup checks and report anything that fails.
• Follow our IT security policies and help colleagues spot phishing and other risks.
• Write and update clear how-to guides for users and support notes for the team.

What success looks like in your first year

• You handle most first-line tickets on your own and close them within our agreed response times.
• You run new-starters and leaver setups from start to finish.
• You're on track for your End Point Assessment.
• You've written at least five support guides that the team uses.
• Knowledge, skills, training and experience

Essential

• A clear interest in technology and how it works, from school, a hobby or teaching yourself
• A logical, step-by-step approach to working out why something isn't working
• 3 GCSEs (or equivalent) at grade 4+ (A-C) in any subject
• GCSEs English and Maths at grade 4+ (C or above)
• The ability to explain technical things in plain words to people who aren't technical
• The right to work in the UK, and eligibility for a UK apprenticeship

Desirable

• Hands-on experience such as building a PC, setting up a home network or fixing family devices
• Familiarity with Windows and Microsoft 365 apps
• Some customer service experience, whether part-time, voluntary or at school
• An interest in cloud, cyber security or networking

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Analytical skills
• Logical
• Team working
• Creative
• Motivated
• Can do attitude
• Tech Savvy
• Hardware and Software
• Passion for IT
• Troubleshooting
• Willingness to learn

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