THE JOB

– The job description

As an IT Support Technician Apprentice, you will be learning how to support and troubleshoot personal computers, software, printers, and related equipment in a managed network environment. You will work under the guidance of experienced IT staff, assisting with basic IT support tasks and developing your knowledge and skills. This is a training role, with support provided to help you learn and grow.

– The activity and tasks

50% Configures, installs, upgrades, moves, troubleshoots, and repairs PCs, laptops, printers, phones, and associated peripherals.  Performs moves, adds, and changes of IT equipment as needed.  Accepts delivery of equipment and supplies and performs necessary inventory and storage tasks to maintain an accurate inventory of our systems. Maintains a pool of loaner laptops and other equipment. Escalates and notifies other IT Support staff as needed to resolve issues.

30% Diagnoses and resolves hardware and software problems for end-users in-person and on the phone. Documents solutions and procedures on the Intranet as needed. Monitors IT infrastructure and applications for service interruptions and security incidents. Assists IT Support colleagues to resolve problems and implement solutions. Record all activities in ITS standard documentation and support systems.

10% Managing delivery of projects according to the plan. Tracking projects and providing regular reports on project status to project team and key stakeholders.

10% Works to upgrade personal skills and knowledge, attends courses and seminars and utilises other approved learning tools.

– The knowledge

Knowledge of various types of computer operating systems including Windows, Linux and Mac.

Knowledge of local area networks, and communications equipment.

Sufficient technical knowledge to undertake problem resolution of equipment hardware and software issues to identify the cause of errors/defects.

Analysis methods and problem solving: use logic and reasoning to identify route cause, strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Knowledge of developing constructive and cooperative working relationships with others.

Knowledge of writing and maintaining technical documentation.

Effective communication.

– Key Activities & Tasks

Assist in setting up, installing, and moving PCs, laptops, printers, phones, and peripherals under supervision.

Help with basic troubleshooting of hardware and software issues for staff, with guidance from the IT support team.

Record support activities and learn to use IT support systems and documentation tools.

Shadow IT colleagues to learn how to resolve problems and implement solutions.

Support inventory management by helping to keep track of equipment and supplies.

Participate in training opportunities and use available learning platforms to improve your IT skills.

Knowledge (to be developed during apprenticeship)

Basic understanding of computer operating systems (e.g., Windows, Mac; Linux is a plus but not required).

Awareness of common IT equipment and office technology.

Willingness to learn about local area networks and communications equipment.

Openness to learning best practices in teamwork, communication, and IT documentation.

Interest in developing effective communication skills.

– Skills (to be developed during apprenticeship)

Willingness to learn how to use ticketing systems (such as Jira, ServiceNow, or Salesforce).

Interest in learning about IT asset management and tracking.

Basic ability to communicate clearly, both in writing and verbally.

Ability to follow instructions and ask questions where needed.

Motivation to build problem-solving and analytical skills through training and practice.

Willingness to use online learning tools (such as Coursera or Pluralsight) to improve knowledge.

– The necessary level

Must be currently enrolled in an IT-related educational program (IT school, college, or apprenticeship scheme).

No previous IT work experience required.

Interest in IT and willingness to learn is essential.

Ideally, working towards or recently completed a relevant qualification (e.g., high school diploma, IT-related course/apprenticeship).

Good spoken and written communication skills in English.