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IT Support Technician Apprentice
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IT Support Technician Apprentice
We are looking for an enthusiastic and motivated IT Support Technician Apprentice to join our growing team. This is an excellent opportunity for someone looking to build a career in IT whilst gaining hands-on experience and industry-recognised qualifications.
As an IT Support Technician Apprentice, you will work alongside experienced engineers and consultants to provide technical support to our customers. You will gain exposure to a wide range of technologies, develop valuable customer service skills and build practical experience across helpdesk support, Microsoft cloud technologies, networking and IT infrastructure.
Whilst the role is primarily remote based, you will occasionally be required to visit customer sites across the East of England and surrounding areas to assist with installations, support visits and project work.
Responsibilities
Helpdesk & Customer Support
- Providing first-line technical support via telephone, email and remote support tools
- Logging, updating and managing support tickets through the service desk system
- Diagnosing and resolving common hardware, software and connectivity issues
Microsoft Cloud & Identity
- Supporting Microsoft 365 environments including user administration and troubleshooting
- Managing user accounts and permissions via Entra ID
Hardware & Infrastructure
- Building, configuring and deploying desktops, laptops and other IT equipment (via InTune and other tools)
- Supporting network infrastructure including switches, firewalls and wireless networks
Field & Project Support
- Assisting with customer installations and on-site support visits across the East of England and wider area
- Supporting project delivery and customer onboarding activities
Security & Compliance
- Assisting with cybersecurity, Cyber Essentials and information security activities
Administration & Documentation
- Creating and maintaining technical documentation and knowledge base articles
- Maintaining accurate asset registers, customer records and inventory systems
- Liaising with suppliers and technology partners where required
Practical Experience
During your apprenticeship you will gain practical experience with:
- Microsoft 365
- Microsoft Entra ID (Azure AD)
- Microsoft InTune
- Windows 11
- Networking technologies
- Custom healthcare and line-of-business applications
- Endpoint management solutions
- Cybersecurity tools and best practices
- Remote support and monitoring platforms
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Training and Development
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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
- Carries 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
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Earnings and Progression
Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
Successful apprentices may have opportunities to progress into permanent technical roles upon completion of the programme.
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