IT SUPPORT APPRENTICE

Role Overview

We have a phone/online IT support team, but this apprentice is our eyes and hands on site handling any setup or fix that can't be done remotely, and acting as the bridge between the office and the online support team. The rest of the time is spent on Excel and CRM-based data entry and reporting.

What You'll Do at Work

• Be the on-site presence for our phone/online IT support team — handling anything that can't be resolved remotely (setups, physical checks, hands-on fixes)
• Act as the bridge between the office and the online IT support team, relaying on-site detail and following fixes through to resolution
• Set up and configure PCs, monitors, workstations and phone extensions for new starters, including default system settings
• Install, update and patch software and operating systems on office PCs; image/re-image machines as needed
• Carry out hands-on hardware checks and fixes (cables, connections, restarts, printers, peripherals) as directed by the online support team
• Troubleshoot basic network and wifi connectivity issues on site, and reset passwords/manage basic account access
• Maintain an accurate record of IT assets, licences and system configurations
• Build and maintain Excel workbooks and reports, using formulas (VLOOKUP/XLOOKUP, IF, SUMIFS), pivot tables and conditional formatting
• Enter and validate data across spreadsheets and internal systems, and produce regular reports for managers
• Use AI tools (e.g. Copilot, ChatGPT) to speed up both IT documentation and Excel/report work
• Escalate more complex IT issues to external IT contractors and follow through to resolution

What We're Looking For

• GCSEs (or equivalent) in English and maths, grade 4/C or above
• Genuine interest in IT, comfortable being the on-site presence for a remote/online support team
• Confident using Excel (formulas, pivot tables, formatting) to produce reports
• Happy switching between hands-on IT tasks and data/reporting work on the same day
• Patient, methodical and good at prioritising
• Right to work in the UK

Where You'll Work

VICTORIA HOUSE
49 CLARENDON ROAD
WATFORD
WD17 1HP

Training Provider

LEEP TALENT LIMITED

Training Course

Information communications technician (level 3)
Understanding apprenticeship levels (opens in new tab)

What You'll Learn

Course Contents

• 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