IT Support Engineer Apprentice
The apprenticeship placement will give you the opportunity to work as part of the Cloud Support Team to provide industry-leading IT support and guidance to our clients. Initially this role will work one day per week from home and four days in the office, progressing to two days from home, and three in the office.
Role
You are an IT apprentice with a good grasp of IT fundamentals. You're a geek at heart, love to play around with the latest technologies and are a self-starter with a real passion for learning everything there is to know about IT. You get a buzz from solving problems in a busy environment, and you understand the importance of excellent client service. You believe the world can be a better place through the effective use of IT and want to help make that happen.
You demonstrate a strong work ethic when it comes to managing issues for clients, with a keenness to learn and develop your skills. You are eager to engage in training so you can develop core skills for your future career in IT, as well as engaging in regular discussions with your manager and team to support your growth and success.
This is a broad role requiring a technical and analytical mind, for working with complex services. The role also requires excellent communication skills, for liaising with clients to clearly deliver technical information in easy to understand, plain English. We have robust internal training and mentorship programmes which are key to the growing team’s success, and you will be guided by experienced IT professionals. There’s no limit on your growth here – the more you put in, the more you’ll get to explore, learn, and master in the world of cutting-edge IT.
WHAT YOU WILL LEARN & DO DURING YOUR APPRENTICESHIP WITH US:
- Become an SME in the Microsoft 365 and Office Suite.
- Provide first line analysis of all IT issues and ensure that SLAs are met.
- Answer telephone and email queries, and update requests.
- Keep customers informed of the status and progress of tasks and update tickets.
- Ensure the customer is satisfied with the resolution by placing a confirmation call.
- Assist with Windows and MAC hardware installations and configurations.
- Work alongside other engineers to deliver top tier technical support, ensuring all steps and information is logged in our ITSM solution.
- Perform administrative tasks such as user account creation.
- Attend team and customer incident meetings and conference calls.
- Complete other service-related tasks as required by your manager.
- Aid the service by creating and maintaining documentation such as technical fixes and quick reference guides.
- Attend all learning events and complete all apprenticeship assignments to a good standard, and on-time.
ESSENTIAL SKILLS / EXPERIENCE / PERSON SPECIFICATION:
- Excellent verbal and written communication & interpersonal skills.
- Good general IT skills and a keen interest in technology.
- Able to work under pressure and respond to tight deadlines whilst prioritising workload.
- Reliable, disciplined, and team spirited, with the ability to work independently.
- Positive, enthusiastic, committed, and flexible attitude towards work, team members, and customers.
- Passion for delivering excellent customer service.
- Driven by growth, eager to learn, and ready to elevate your IT skills and expertise.
DESIRABLE SKILLS & EXPERIENCE
- Knowledge of IT systems and equipment (which could be acquired through personal interests/hobbies).
- Working knowledge of Office 365, Outlook, OneDrive and Teams.
- IT/Technical Qualifications or Certificates.
Training
The classroom training for the Information Communications Technician comprises of 4 modules. The apprentice will attend the training in an online classroom with their designated JBC trainer.
The modules taught are:
- Network Fundamentals
- Mobility and Operating Systems
- Cloud Fundamentals
- IT Business Principles
Each module is delivered remotely over five consecutive days, with the training weeks scheduled at intervals throughout the apprenticeship.
A fulltime opportunity is available after the successful completion of the apprenticeship.
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- JBC SKILLS TRAINING LIMITED
- Working Week
- 35h week, Hybrid working (up to two days from home). Hours TBC.
- Expected Duration
- 1 Year 4 Months
- Positions Available
- 2
- Closing Date
- Monday, 19th October 2026
- Start Date
- Monday, 26th October 2026
Desired Skills
- 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
- Initiative
- Non judgemental
- Patience
- Knowledge of IT systems
- Knowledge of IT equipment
- Working knowledge of MS365
- Working knowledge of onedrive
- Working knowledge of Outlook
- Working knowledge of MSTeams
- IT Technical qualifications
Qualifications
- English GCSE, grade Grade A - C (4 or above) (Essential)
- IT GCSE, grade Grade C (4) or above (Essential)
- Maths GCSE, grade Grade C (4) or above (Essential)