HomeServe UK
Apprentice Technical Support Engineer
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Kick-start Your Career in IT & Technology
Are you passionate about technology, enjoy solving problems, and eager to build a career in IT? We're looking for an enthusiastic Apprentice Technical Support Engineer to join our Technology & Change Team in Walsall.
This is an exciting opportunity for someone with a genuine interest in technology and IT support to gain valuable hands-on experience in a professional environment while working towards a recognised qualification. As part of our team, you'll provide direct support to colleagues with their technical queries and issues, developing practical skills across a wide range of technologies.
Working alongside experienced IT professionals, you'll receive structured training, mentorship, and support to help you grow your technical knowledge and confidence. As your skills develop, you'll take on increasing responsibility and play an important role in delivering excellent technical support across the business.
This is a 100% office-based role located in Walsall.
Principal Accountabilities
User Support & Incident Management
- Assist as a first point of contact for incidents, service requests, and enquiries, with support from senior colleagues.
- Learn to provide support via phone, chat, ITSM portal, email, and in person.
- Accurately log and triage tickets in the ITSM system under supervision.
- Shadow and support the team in resolving hardware/software issues, both remotely and on-site.
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Device Lifecycle & Configuration
- Learn to image and provision devices using Autopilot and Intune.
- Support the maintenance and configuration of Microsoft, Apple, and Android devices via the MDM platform.
- Assist with asset management and audit readiness.
Application & Access Management
- Support application packaging and deployment via Endpoint Manager.
- Learn about role-based and conditional access via Azure AD and Okta.
- Help with license tracking and software metering.
Security & Compliance
- Support endpoint protection (Defender, BitLocker) under supervision.
- Assist with patch management and desktop update schedules.
- Learn about SOx-aligned controls and compliance reporting.
Monitoring & Reporting
- Contribute to device health checks and analytics.
- Participate in feedback loops for service improvement and user experience.
Collaboration & Escalation
- Work with Infrastructure, Security, Cloud Services, and Application Support teams.
- Escalate incidents to senior team members as needed.
- Participate in Major Incident, Change, and Transition processes as a learner.
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Continuous Improvement & Knowledge Sharing
- Help create and maintain knowledge base articles.
- Identify trends and suggest service improvements.
- Actively develop skills across EUC technologies through training and mentoring.
Project & Operational Support
- Support approved IT projects and equipment moves.
- Assist with raising hardware POs and liaising with third-party vendors.
- Participate in the on-call rota for out-of-hours support, as appropriate for your level of training.
To be successful in this role you will need to have the following knowledge, skills and attributes:
Essential
- Enthusiasm for technology and a willingness to learn.
- Passion for customer service and user experience
- Good interpersonal and communication skills.
- A methodical approach and attention to detail.
- No prior experience required; training will be provided.
Desirable
- Familiarity with Microsoft 365, Windows 11, or endpoint tools (not essential).
- Interest in ITIL Foundation principles or similar frameworks.
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