IT Cloud Support Apprentice

Location: London (EC2A 3JF)
Closing Date: 26 days (Wednesday 11 November 2026)
Posted on: 15 October 2026

Summary

You will act as the first point of contact for customer support enquiries via the ticketing system and live chat.

Wage: £15,392 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Minimum wage rates (opens in new tab)

Training

Training course: Information communications technician (level 3)
Hours: Monday to Thursday 8am – 4pm, early finish on Friday 3:30pm
Duration: 1 year 5 months
Start date: Wednesday 18 November 2026
Positions available: 1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Act as the first point of contact for customer support enquiries via the ticketing system and live chat
• Manage incoming support tickets, ensuring they are logged correctly and assigned appropriate response times
• Gather additional information from customers where further clarification is needed
• Investigate and troubleshoot user issues, identifying solutions and escalating where necessary
• Allocate tickets to the appropriate second-line support team members when required
• Monitor ticket progress and ensure customers receive regular updates throughout the resolution process
• Check completed work to ensure requests have been fully resolved before closing tickets
• Help ensure customer queries are resolved within agreed service level agreements (SLAs)
• Support customers in using the platform effectively and guide them through system features
• Respond to live chat enquiries in a professional and timely manner
• Create and maintain clear Knowledge Base articles and user guidance documentation
• Work with the Customer Relationship Team to improve customer experience and service delivery
• Learn how cloud-based software platforms operate and how technology supports business performance
• Develop technical support, troubleshooting and customer service skills while working with real customers
• Assist with identifying recurring issues and contribute to continuous improvement initiatives
• Build strong working relationships with customers and internal teams

Where you'll work

Rivington House
82 Great Eastern Street
London EC2A 3JF

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

QA LIMITED

Training course

Information communications technician (level 3)

What you'll learn

• Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• Apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and escalate where appropriate
• Install or undertake basic software upgrades, either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
• Identify and scope the best solution informed by the system data associated with the task
• Test and evaluate the system's performance and compliance with customer requirements. Escalate non routine problems in line with procedures
• Use basic scripting to execute the relevant tasks for example PowerShell, Linux
• Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
• Apply the necessary security, in line with access and/or encryption requirements
• Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
• Test and evaluate network environments
• Monitor performance and usage of a network
• Deploy applications on a network
• Set up storage and data access for staff
• Apply necessary security measures, in line with access requirements to a network
• Carry out routine maintenance across network systems, ensuring organisational compliance
• Monitor network-related workloads including DNS and firewalls
• Install or undertake basic upgrades, either physically or remotely
• Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
• Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
• Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
• Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
• Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• Apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and escalate where appropriate
• Install or undertake basic software upgrades, either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task