IT Support Apprentice

Duties
As a 1st Line Support Engineer Apprentice, you will support our clients by acting as the first point of contact for IT-related queries. Under the guidance of experienced engineers, you will learn how to diagnose and resolve common technical issues while delivering excellent customer service. Your day-to-day work will involve supporting users with Microsoft 365 applications, Windows devices, and general IT tasks, while building a strong foundation for a career in IT and cloud technologies.

Job Responsibilities:

• Respond to client support requests via phone, email, and chat in a professional and friendly manner
• Log, update and manage support tickets accurately within the service desk system
• Troubleshoot basic issues on Windows 11 devices
• Assist users with Microsoft 365 applications such as Outlook, Teams, Word, OneDrive and SharePoint
• Support with hardware setup, software installations and basic network connectivity issues
• Follow internal processes to escalate more complex technical issues to senior engineers when required
• Provide clear, easy-to-understand guidance to users to resolve issues efficiently
• Document solutions and contribute to internal knowledge bases and team documentation

Qualifications
GCSE (or equivalent) in Maths and English at Grade A*-C/Level 2: Desirable
GCSE (or equivalent) in an IT subject: Desirable

Skills and/or personal qualities required:
• Strong interest in IT and technology, with a genuine desire to learn and develop new skills
• Positive, customer-focused attitude with a willingness to help others
• Good communication skills and confidence in speaking with users at different technical levels
• Logical approach to problem-solving and the ability to stay calm under pressure
• Willingness to take feedback on board and apply it to personal development
• Reliable, punctual and able to manage time effectively
• Enthusiastic, proactive and keen to build a long-term career in IT