IT Support Apprentice

Our client was founded in 1982 and since then has grown to be a well-respected firm occupying offices in both Central Milton Keynes and Northampton. They are now looking for an apprentice to support both of their offices to support with user assistance, hardware support, documentation knowledge and projects. 

Support & User Assistance:

• Act as a first point of contact for basic IT support queries from staff across all offices and remote working environments
• Provide polite, professional and timely support in person, by telephone, by email and through remote support tools
• Log, update and progress IT support requests, ensuring accurate notes are recorded and issues are escalated where appropriate
• Assist with the setup of new starters, including preparing equipment, creating basic system access requests and supporting the onboarding process
• Assist users with common issues relating to desktops, laptops, printers, scanners, phones, Microsoft 365 and firm-approved applications
• Provide basic support for Microsoft 365 applications including Outlook, Word and Teams
• Assist with password resets, access queries, mailbox issues and basic permissions requests under supervision
• Take responsibility for assigned tasks, asking for guidance when needed and escalating issues appropriately
• Help with leaver processes by collecting equipment, disabling or removing access where instructed, and updating records

Hardware Support:

• Support meeting room technology, video conferencing equipment and general office IT equipment
• Prepare, configure and maintain laptops, desktops, mobile phones and peripherals in line with IT procedures

Documentation & Knowledge:

• Work closely with the IT System & Support Engineer and wider IT team to learn technical skills and understand firm systems
• Learn and follow agreed IT processes, while contributing suggestions for improvement as knowledge develops
• Support the IT team in keeping internal records, checklists and knowledge base articles up to date
• Actively engage with apprenticeship coursework, training plans and personal development objectives
• Help create and maintain clear IT guides, process notes and user instructions
• Develop knowledge of the firm’s key business systems, including legal-sector platforms, case management tools and communication systems

Projects:

• Assist with training preparation, system rollouts and communication to users where required
• Support IT projects, system upgrades and office-based technology changes under the direction of the Head of IT and senior IT colleagues

• Communication skills
• IT skills
• Customer care skills
• Problem solving skills
• Initiative

• English GCSE, grade 4/C or above (Essential)
• Math GCSE, grade 4/C or above (Essential)
• ICT GCSE, grade 4/C or above (Desired)