IT Support Technician Apprentice (L3) – SA Group – Trowbridge, BA14 0XB – £21,000p/a – 40 hrs/w

The Apprentice will be the first point of contact for IT-related support for our customers. Troubleshooting, diagnosing, and resolving technical issues for end-users while ensuring high levels of customer satisfaction. 

This role is an ideal opportunity for someone who wants to embark on a fruitful career within the IT industry and who has a passion for technology, communications and people. The successful candidate will work within a high functioning team in a forward thinking company on a wide variety of systems. They will gain hands on experience working alongside unique clients while gaining a recognised qualification. On completion of the apprenticeship you will be awarded the L3 qualification in Information Communications Technician and BCS approved awards in ‘Generative AI’ and ‘Understanding Data in your Organisation’.

The technician will also document issues, escalate complex problems, and contribute to the improvement of IT processes and support systems. 

This is an excellent opportunity for individuals to begin a career in the IT industry. 

Key responsibilities:

• Respond to IT support requests via phone, email, chat or ticketing systems
• Provide first line technical support for hardware, software, network and application issues
• Create and manage user accounts and user access for multiple line-of-business applications
• Guide users through troubleshooting steps and document resolutions
• Log, categorize and prioritize incidents and service requests in the ITSM tool
• Escalate unresolved issues to the appropriate second- or third-line support teams
• Assist with the build, installation and configuration of desktops, laptops, printers and mobile devices
• Assist with software installation, updates and licensing management
• Maintain accurate documentation of issues and solutions in the knowledge base
• Contribute to creating and updating user guides and FAQs
• Monitor system alerts and logs to proactively identify potential issues
• Perform routine system checks and updates to ensure optimal performance 
• Deliver a high standard of customer service and ensure timely follow-ups on open tickets
• Communicate clearly with technical and non-technical users

Essential skills, characteristics and experience

• Minimum GCSE grade C or above in English and Maths essential. 
  GCSE in IT or Science related subject would be beneficial. 
• Knowledge of windows and macOS, with some experience with Linux operating systems
• Familiarity with Microsoft technologies including Microsoft 365, office and Azure
• Basic understanding of network concepts (TCP/IP, DNS, DHCP)
• Experience with Active Directory, Microsoft Entra/AAD, and user account management
• Experience with laptop/PC diagnostics, upgrades and repairs
• Ability to diagnose and resolve technical issues efficiently
• Analytical mindset with attention to detail
• Strong interpersonal and communication skills
• Ability to interpret and explain technical concepts to non-technical users
• Ability to prioritise tasks and manage time efficiently
• Maintain accurate and detailed documentation
• Collaborate effectively with team members and other departments
• No formal experience is required but relevant technical enthusiasm and interest will be essential
• Willingness to participate in on-call rotations and respond to critical incidents after hours
• Ability to travel to customer sites when necessary (supervised)
• Physical ability to lift and move IT equipment (e.g. monitors, desktops)
• Due to the location of the SA group office and limited local public transport linked, the apprentice must be self-sufficient for travel arrangements

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Team working
• Initiative
• Physical fitness

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