IT Support Technician apprentice (L3) – Frontier Economics – London EC2A 4JE

The apprentice will develop technical expertise in IT infrastructure, software, and systems while working towards a Level 3 IT Support Technician Apprenticeship. You will gain this experience working with a variety of stakeholders across Frontier and honing your customer service abilities.

You will work 4 days a week ‘on the job’ learning, whilst attending classroom training one day a week. You will learn whilst working, receiving information and support from colleagues and your manager. The classroom training will complement the tasks you’ll carry out and will include: technical knowledge, IT support, problem solving, security and compliance, business and stakeholder engagement and professionalism and adaptability.  
 
Stakeholder relationships and engagement:  
 
You’ll be working regularly with internal customers (stakeholders) and will become a visible and approachable presence for IT support within the business. You will provide an excellent customer service to all colleagues, ensuring a positive experience. As you develop in your role, you will become effective at communicating technical issues in a clear and user-friendly way to non-technical colleagues. You will build trust and maintain strong working relationships with stakeholders across the business. Over time, you will collect and analyse user feedback to identify common IT issues and suggest improvements. You will collaborate across teams to help drive new technology initiatives forward.  
 
IT Support and Solutions Delivery:

With support from more experienced members of the team, you train up to act as the first point of contact for IT issues, managing help desk tickets and resolving technical problems. You will learn to build and configure laptops and phones for new and existing employees.  You will be assisting with onboarding and IT inductions for new joiners, ensuring they are comfortable with Frontier’s systems and tools. You will support the management of hardware and software, including updates and upgrades. You will also be involved in managing meeting room technology, ensuring smooth operation of video conferencing and other IT systems. The team has established service-level agreements (SLAs) to deliver timely and effective solutions, so you will learn to work effectively within these. Maintain accurate records of IT assets and configurations.  
 
Project work and business improvements:  

• You will contribute to IT projects, including office moves, new software rollouts, and infrastructure upgrades
• You will have the opportunity to participate in testing and implementation of new systems and solutions
• You will support with network maintenance, cabling, and connectivity improvements and assist with patch management and software licensing compliance. Work with external vendors and suppliers to resolve issues and optimise performance   

Travel and On-Site Support:  

• Provide in-person support at the London office at least three days per week
• Travel to European offices approximately three times per year to support onsite IT needs
• Act as a key point of contact during office moves and expansions

• Communication skills
• IT skills
• Customer care skills
• Team working
• IT interest
• Positive attitude
• Professional

• English GCSE, grade 4 (Essential)
• Maths GCSE, grade 4 (Essential)