IT Support Apprentice

IT Support and User Support

• Log, categorise and prioritise IT faults and service requests received by telephone, email, or other approved channels (internal ticketing system). 


• Provide professional first-line support, gathering clear information to diagnose hardware, software and connectivity issues. 


• Troubleshoot and resolve routine issues, keeping users informed and escalating complex or business-critical matters appropriately.  

Hardware, PC and Laptop Support  

• Carry out daily checks of meeting and conference room technology, testing screens, video conferencing, audio and other equipment and escalating or resolving faults as appropriate. 


• Prepare, install, configure, test and deploy PCs, laptops and associated equipment. 


• Install and configure Windows 11, standard software and required updates. 


• Set up and troubleshoot monitors, docking stations, keyboards, mice, webcams, headsets, printers, scanners, projectors, screens and other peripherals. 


• Diagnose common hardware faults and carry out basic repairs, replacements and routine equipment checks under supervision. 


• Prepare equipment for users and assist with its collection, replacement, redeployment and secure disposal.  

Networking and Connectivity  

• Assist with basic network and connectivity troubleshooting, including cables, ports, switches and wireless connections. 


• Connect IT equipment to the network and use appropriate tools to test and identify straightforward connectivity faults. 


• Escalate issues requiring higher-level network investigation or infrastructure changes.  

Business Systems and Communications  

• Provide first-line support for WinMan ERP, retail EPOS and scales systems in line with established procedures.


• Assist with basic troubleshooting of telephone, communications and meeting-room equipment. 


• Develop broader awareness of business system integrations, including EDI, API and FTP/SFTP, through supervised learning.  

User Accounts and Access  

• Assist with user account setup and routine access and password requests in line with authorised procedures. 


• Follow security and data protection requirements and escalate matters outside the apprentice’s authority.  

IT Assets and Documentation  

• Maintain accurate IT asset records, including equipment allocation, location and status.  


• Assist with receiving, labelling, deploying, recovering and recording IT equipment. 


• Record faults, actions and resolutions and contribute to user guides, technical documentation and standard procedures. 


• Identify recurring issues and provide information to support service improvements.  

Learning and Development  

• Attend apprenticeship training and complete the Level 3 Information Communications Technician qualification, using protected study and off-the-job training time. 


• Shadow experienced IT colleagues and progressively develop from supervised tasks to independent ownership of routine activities. 


• Develop practical knowledge of relevant IT technologies, tools, processes and service management practices.