IT Support Apprenticeship

Hero IT Support has spent over 15 years delivering world-class IT services and tailored technology solutions to businesses across the UK. Known for exceptional customer service, rapid response times, and long-term client relationships, the company continues to set high standards in managed IT support.

Role

Setting up client accounts and passwords using Windows Group Policy Management for Office 365.
Effectively communicating via email, telephone, and face-to-face interactions to offer technical advice and guidance on-site.
Utilising their ticketing system to guide clients through issue resolution and adhere to their 2-hour critical and 8-hour response SLAs.
Leveraging troubleshooting tools like Advanced IP Scanner, PowerShell Commands to work through scrips for Windows issues, and Sara Tools for Microsoft problems.
Performing stress tests and diagnostics when receiving or ordering equipment, ensuring everything operates flawlessly before deployment.
Conducting cable tests and diagnostics to pinpoint issues with sockets or handsets, and testing Firewalls to diagnose LAN or WAN problems.
Configuring and installing hardware both virtually and physically.

Training

As an IT Support Technician apprentice, you will play a crucial role in ensuring that IT systems are operating at optimal performance; you will resolve users’ queries and troubleshoot issues within a helpdesk environment.

You will support internal or external customers and help to improve their productivity when using technology to carry out their jobs. You will typically interact with a wide variety of users, and deliver support through digital channels, remotely or in-person.

Throughout your time as an IT Support Technician apprentice, you will develop a mix of hard and soft skills. You will gain expertise in configuring networks and managing user accounts and permissions, but you will also develop crucial soft skills, such as effective communication, problem-solving, time management and customer service.

This apprenticeship programme will provide you with everything you need to launch and develop your career in IT support. Afterwards, we’ll support you to take the next steps, including further training and progression onto a Level 4 qualification.

Apprenticeship Standard: Information communications technician (level 3)
Training Provider: BALTIC TRAINING SERVICES LIMITED
Working Week: Between 8:30am-5:30pm, Monday to Friday.
Expected Duration: 1 Year 3 Months
Positions Available: 1
Closing Date: Monday, 5th January 2026
Start Date: Tuesday, 6th January 2026

Desired Skills

Communication skills
IT skills
Customer care skills
Team working
Initiative

Qualifications

English GCSE, grade 5 (Essential)
Maths GCSE, grade 4 (Essential)

About the Employer

Hero IT Support

Hero IT Support offers structured training combined with practical experience, giving apprentices exposure to everything from day-to-day support tasks to involvement in wider technical projects such as cloud migrations, VoIP systems, backup solutions, and business IT implementations. This blend of support and training helps build a solid foundation for a long-term career in IT. Hero IT Support welcomes candidates who are passionate about technology, eager to learn, and ready to grow within a dynamic and supportive business.

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