ICT Support Technician Apprentice

This apprenticeship offers an excellent opportunity to begin a career within the IT team of a law firm. Working alongside experienced IT professionals, you will provide first-line technical support, assist colleagues with hardware, software and Microsoft 365 issues, and help maintain a secure and efficient technology environment.

You will develop practical skills in troubleshooting, device configuration, IT security, cloud technologies, networking, documentation and customer service while working towards a Level 3 Information Communications Technician apprenticeship.

What You Will Do

• Provide first-line IT support to colleagues via desk-side support, telephone, email and ticketing systems.
• Log, update and manage support tickets, ensuring accurate records and timely resolution.
• Configure, deploy and support laptops, desktops, mobile devices and peripherals.
• Support user onboarding and offboarding activities, including account creation and device setup.
• Troubleshoot hardware, software, printing, network connectivity and Microsoft 365 issues.
• Maintain IT asset registers, knowledge base articles and technical documentation.
• Assist with routine maintenance, patching, updates and system health checks.
• Support cloud-based platforms including Microsoft 365 and Azure services.
• Follow security policies and assist with cyber security awareness, endpoint protection and compliance activities.
• Escalate complex incidents appropriately and work closely with third-party suppliers when required.

Requirements

Essential:

• Strong interest in Information Technology and technology support.
• Good knowledge of Microsoft Windows and Microsoft 365.
• Excellent communication and customer service skills.
• Strong attention to detail and organisational abilities.
• Analytical problem-solving mindset.
• Ability to maintain confidentiality and handle sensitive information responsibly.

Skills, Knowledge & Personal Qualities

• Strong interest in Information Technology and a desire to build a long-term career in IT support and infrastructure.
• Excellent communication skills with the ability to explain technical issues clearly to users with varying levels of technical knowledge.
• Strong customer service skills with a professional and approachable manner when supporting colleagues and stakeholders.
• Good analytical and problem-solving skills, with the ability to diagnose and troubleshoot ICT issues using a logical approach.
• Ability to document technical issues accurately, maintain records and follow escalation procedures where required.
• Good organisational skills with the ability to prioritise workload and manage support requests effectively.
• Willingness to learn new technologies including networking, cloud services, virtualisation and device management.
• Ability to work independently and as part of a team, demonstrating initiative and accountability for personal development.
• Strong attention to detail when configuring hardware, software and user accounts.
• Positive attitude, enthusiasm for learning and commitment to continuous professional development.

Desirable Skills

• Basic understanding of networking concepts such as Wi-Fi, switches, routers and IP addressing.
• Familiarity with mobile devices, Windows laptops and desktop hardware.
• Exposure to Microsoft Azure, Intune or other cloud-based technologies.
• Awareness of PowerShell or other scripting technologies.