Technical Helpdesk IT Support Technician Apprentice

You will be expected to answer log support calls on our helpdesk. Tackle support issues and/or escalate the support to the appropriate team. Free on-site parking and good public transport links. Ethical company pension scheme. A career in IT. Working in a nurturing environment. Healthcare Cash Plan. Full UK driving licence essential.

What you'll do

You will be expected to answer log support calls on our helpdesk. Tackle simple support issues or escalate the support to the appropriate team.

You will be expected to drive to external customer sites and support with a wide range of IT support issues.

You will need to be technically minded, and you must be comfortable communicating with individuals, groups, and management. Many of our clients are not completely comfortable with the use of technical jargon. An ability to explain yourself in lay terms is necessary.

You must have the ability to pick up skills and familiarise yourself with software quickly and stay abreast of the latest technologies.

• Respond to requests for technical assistance in person, via phone, electronically
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Inform management of recurring problems
• Stay current with system information, changes and update
• Provide on-site support and be able to communicate verbally with customers

Training

• Digital Support Technician Level 3 Apprenticeship Standard
• Level 2 English and maths Functional Skills (if applicable)
• Training will take place at Protocol B3 2NH 1-day per month
• Training on-site at employer
• Ofsted good training provider
• 1-day per month training at premises in City Centre Birmingham
• On-site assessment visits
• Online and remote training

After the apprenticeship

• Progression route to a team leader

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Logical
• Initiative
• Patience
• Active listener
• Good inter-personal skills
• Sel-direct learning
• Problem solving
• Maintain focus

Qualifications

• Essential: GCSE, English and Maths (grade 4-9)

Things to consider

Enhanced DBS check will be completed by employer due to working with schools. Full UK driving licence required. Ideally, you would already have some exposure to dealing with IT problems.

About the employer

Here at EDIT Ltd (registered as Education & IT Ltd), we offer IT services that include IT support, cybersecurity, disaster recovery solutions, mailing and productivity solutions, and more.

Our bespoke software solutions have produced Entrée Visitor and Contractor Management, which is directing the company into the exciting area of being a Software Solutions Provider. Add-ons to Entrée include incident management for health and safety compliance and resource booking, allowing the end-user to assign hot desks, parking spaces, keys, etc. We see ourselves as solutions providers to problems using technology. We aim to make the lives of clients easier and more efficient to allow them to focus on the things that are important to them.

Our ambition is to grow the company with our existing products, the development of new products, and to chase tenders that solve unique problems.

Apprenticeship details

• Course: Digital support technician (level 3), Digital
• Apprenticeship level: Advanced (level 3)
• Training provider: TRANSWORLD PUBLICATIONS SERVICES LIMITED
• Expected duration: 1 Year 3 Months
• Hours: 37.5 hours a week. Working week: Monday - Friday, shifts (flexible).
• Start date: 19 October 2026
• Positions available: 1
• Wage: £15,600 a year