IT Support Apprentice

Summary

You'll be the friendly first stop when someone needs IT help. That might be a laptop that won't connect, a new starter who needs setting up, or a meeting room screen that's offline. You'll train towards a level 3 apprenticeship with Leep Talent at the same time. 

Wage

£18,000 a year

£18k - £22k p/a

Training course

Information communications technician (level 3)

Hours

Monday - Friday, 9:00am - 5:30pm.

37 hours 30 minutes a week

Start date

Monday 30 November 2026

Duration

1 year 6 months

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

The role

You'll be the friendly first stop when someone needs IT help. That might be a laptop that won't connect, a new starter who needs setting up, or a meeting room screen that's offline. You'll train towards a Level 3 apprenticeship with Leep Talent at the same time. You don't need previous work experience. You'll begin learning on the job from your first week.

You'll report to and work alongside the Director of UK Technology & Global IT, who looks after our Microsoft server infrastructure, Microsoft 365 and our cloud and backup systems across the group. They own the infrastructure and the bigger projects. You own the day-to-day support that keeps people productive, and as your skills grow, you'll get involved in our IT transformation projects.

Key responsibilities and accountabilities

IT support

• Log, prioritise and resolve support tickets on our service desk, in person, by phone and remotely.
• Find and fix hardware and software problems on Windows laptops, desktops, printers and phones.
• Escalate issues you can't resolve to the right person, with clear notes on what you've tried.
• Keep users updated on their tickets until they're closed.

Devices, accounts and assets

• Build and set up laptops and phones for new starters and collect and wipe them when people leave.
• Create and update user accounts, licences and access in Microsoft 365.
• Keep IT asset records accurate: what we own, where it is and who has it.
• Support meeting room and AV equipment.

Maintenance, security and documentation

• Help with routine updates, patching and device health checks.
• Run scheduled backup checks and report anything that fails.
• Follow our IT security policies and help colleagues spot phishing and other risks.
• Write and update clear how-to guides for users and support notes for the team.

What success looks like in your first year

• You handle most first-line tickets on your own and close them within our agreed response times.
• You run new-starters and leaver setups from start to finish.
• You're on track for your End Point Assessment.
• You've written at least five support guides that the team uses.
• Knowledge, skills, training and experience

Essential

• A clear interest in technology and how it works, from school, a hobby or teaching yourself
• A logical, step-by-step approach to working out why something isn't working
• 3 GCSEs (or equivalent) at grade 4+ (A-C) in any subject
• GCSEs English and Maths at grade 4+ (C or above)
• The ability to explain technical things in plain words to people who aren't technical
• The right to work in the UK, and eligibility for a UK apprenticeship

Desirable

• Hands-on experience such as building a PC, setting up a home network or fixing family devices
• Familiarity with Windows and Microsoft 365 apps
• Some customer service experience, whether part-time, voluntary or at school
• An interest in cloud, cyber security or networking

Where you'll work

4TH FLOOR
99 CHARTERHOUSE STREET
LONDON
ENGLAND
EC1M 6HR

Training

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

Training provider

LEEP TALENT LIMITED

Training course

Information communications technician (level 3)

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

Training schedule

• ICT (Information Communications Technician) Level 3 Apprenticeship Standard.
• You will also receive full training and support from the Just IT apprenticeship team to increase your skills.
• Your training will include gaining a Level 3 IT qualification. Training schedule has yet to be agreed.

Requirements

Essential qualifications

GCSE in:

• English (grade 4/C +)
• Maths (grade 4/C +)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Analytical skills
• Logical
• Team working
• Creative
• Motivated
• Can do attitude
• Tech Savvy
• Hardware and Software
• Passion for IT
• Troubleshooting
• Willingness to learn