IT Apprentice (1st Line Support) - Horsham

Our client is an expanding IT Service Provider based in Horsham, who is now looking for a motivated Apprentice IT Support Technician to join their growing team. This is a great opportunity for someone who enjoys technology, solving problems, and learning how business IT systems work in the real world. 

You do not need to know everything already as they already have experience in hiring and developing ICT apprentices. What matters most is that you are curious, reliable, and willing to learn and able to work through problems using the training, tools, and resources available to you.

Previous IT experience is useful but not essential. Any practical hands-on experience, such as DIY, carpentry, building, electrical work or similar, would be a bonus, as this role includes site work where you will need to think logically, plan cable routes and complete installations neatly and safely. A positive attitude and willingness to learn are more important.

What You Will Be Doing:

You will learn how to support business customers with a wide range of IT issues, from simple user queries through to more technical troubleshooting.

Your role will include:

• Logging, managing and updating IT support tickets
• Taking ownership of tickets from start to finish
• Speaking with customers in a professional and helpful way
• Investigating problems using internal notes, documentation and online resources
• Learning how to troubleshoot Microsoft 365, Outlook, Teams, OneDrive and SharePoint
• Supporting Windows PCs, laptops, printers and mobile devices
• Helping with user account setup, password resets and permissions
• Learning networking basics including routers, switches, Wi-Fi and firewalls
• Assisting with Ethernet and fibre cable installations
• Supporting VoIP phone systems and desk phones
• Attending customer sites with senior engineers
• Documenting fixes, so the team can reuse them in future

As your confidence grows, you will be trusted with more responsibility and encouraged to see jobs through properly rather than just passing them on.

What You Will Learn:

This apprenticeship will give you a broad foundation in business IT support. You will have the opportunity to learn:

• Microsoft 365 administration
• Outlook, Teams, SharePoint and OneDrive support
• Windows device troubleshooting
• Networking fundamentals
• Ethernet and fibre cabling
• Wi-Fi troubleshooting
• Cloud services
• Cyber security basics
• Remote support tools
• Customer service skills
• How to research, test and apply technical solutions
• You will be working with real systems, real customers and real technical problems.

What They Are Looking For:

• Interested in IT and technology
• A good problem solver
• Willing to learn and ask questions
• Patient, polite and professional with customers
• Able to follow instructions and processes
• Comfortable using computers
• Good at written communication
• Reliable and well-organised
• Keen to build a long-term career in IT 

• Communication skills
• IT skills
• Customer care skills
• Problem solving skills
• Logical
• Team working

• Maths and English GCSE, grade C (4) or above (Desired)