Summary
The successful apprentice will work as part of a friendly, supportive, and experienced IT team that values collaboration, knowledge-sharing, and professional development. The team is committed to mentoring apprentices and helping them grow in confidence and capability within a real-world IT support environment.
What you will do at work
- The apprentice will be providing technical support to our customers while attending scheduled maintenance visits and outside of these visits via the service desk
- While on the service desk the apprentice will use several communication channels to advise customers of resolutions or progress updates on tickets that are logged. These will be via either telephone, e-mail, or the company ticket system
- Initially the apprentice will work alongside an existing member of the team to help establish and diagnose problems/faults to gain experience which can range from issues with troubleshooting cabling, clients, interactive boards, client software
- The apprentice will be using Microsoft Diagnostic Tools/Event Viewer to look for events that may be relate to problems and faults and use the company RMM software to remote monitor and manage endpoints
- While working on scheduled maintenance visits or the service desk the apprentice will be tasked with installing software for customers which will have 3rd party vendor requirements which have to stage before the software deployment
- The apprentice will work with the customer(s) and or 3rd party vendors to determine what requirements are needed for software deployment and work with the service team in deploying these before deploying the software to ensure successful deployment
- The apprentice will use Active Directory to provision the accounts and ensure they are in the correct Organisational Unit to make sure the correct security restrictions are applied to the end user
- This testing will be logged and recorded against a ticket on the system
- The apprentice will be using a mixture of Active Directory, Office 365, Google Workspace to administer password resets and add users to the relevant security groups
Training
Information Communications Technician Level 3.
As an IT Support Technician apprentice, you will play a crucial role in ensuring that IT systems are operating at optimal performance; you will resolve users’ queries and troubleshoot issues within a helpdesk environment.
You will support internal or external customers and help to improve their productivity when using technology to carry out their jobs. You will typically interact with a wide variety of users, and deliver support through digital channels, remotely or in-person.
Throughout your time as an IT Support Technician apprentice, you will develop a mix of hard and soft skills. You will gain expertise in configuring networks and managing user accounts and permissions, but you will also develop crucial soft skills, such as effective communication, problem-solving, time management and customer service.
Requirements and skills
Skills
- Communication skills
- IT skills
- Attention to detail
- Customer care skills
- Team working
Qualifications
- GCSE English (5) – essential
- GCSE Maths (4) – essential
About this employer
Apex Network Solutions Ltd is a fast-growing IT support and solutions company with over 30 years’ experience delivering innovative, tailored technology services, particularly within the education sector. The company supports schools and organisations by providing reliable, forward-thinking IT solutions that make a real difference to day-to-day operations.
After this apprenticeship
This apprenticeship programme will provide you with everything you need to launch and develop your career in IT support. Afterwards, we’ll support you to take the next steps, including further training and progression onto a Level 4 qualification.
Employee benefits
- Access to self-paced IT training portal
- Birthday off
- Childcare voucher scheme
- Mileage allowance
- Workplace pension scheme
- Workplace Perkbox scheme