IT Helpdesk Support Apprentice

About the Role

We're looking for a motivated Cloud Support Specialist Apprentice to join our team and complete a Level 3 apprenticeship. This is a great opportunity to start or develop a career in cloud computing, IT support, and digital technologies.

As a first point of contact for customers, you'll support Microsoft 365, Azure, and cloud-based applications while gaining hands‑on experience in a professional environment. You'll learn how to troubleshoot technical issues, manage user accounts and permissions, maintain documentation, and deliver excellent customer support.

Ideal for someone with a passion for technology, a willingness to learn, and an ambition to build a long‑term career in cloud and IT services.

Responsibilities

• Provide first-line technical support via phone, email, and ticketing systems, escalating complex issues when needed.

• Support Microsoft 365 services, including Outlook, Teams, SharePoint, OneDrive, and user account management.

• Create and manage user accounts, permissions, password resets, and Microsoft Entra ID administration.

• Troubleshoot issues across Microsoft 365, Windows, cloud services, hardware, peripherals, and basic networking.

• Maintain accurate service desk records and contribute to internal documentation and knowledge bases.

• Deliver friendly, professional customer support and build strong customer relationships.

Qualification requirements

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject

• GCSE Maths and English (or equivalents) at grades 3+ (D or above)

• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject

Non-standard entry with work experience

Relevant qualifications and/or work experience will be considered for applicants with potential to benefit from the programme.

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

For more information please visit the UK ENIC website.

Desirable skills and experience

It would be beneficial if candidates have some knowledge or experience of:

• Microsoft 365

• Windows operating systems

• Cloud technologies

• Computer hardware

• Basic networking concepts

• Cyber security fundamentals

• IT administration

The ideal candidate will:

• Have a genuine passion for technology and cloud services.

• Be enthusiastic and eager to learn.

• Communicate clearly and confidently with customers and colleagues.

• Have excellent organisational skills and attention to detail.

• Demonstrate initiative, motivation, and a positive attitude.

• Be able to work both independently and as part of a team.

• Show a willingness to continuously develop technical knowledge and professional skills.

Working hours

40 hours per week, Monday to Friday 9am – 17:30pm

Benefits

• Salary: £17,000 - £19,000 per annum, depending on experience

• Ongoing training and career development opportunities

• Supportive and experienced team environment

Future prospects

We invest in our people and are committed to promoting from within. As an IT Support Apprentice you will gain practical experience and a nationally recognised Level 3 apprenticeship qualification. On successful completion you will be well placed to progress into more senior IT roles or further technical qualifications.

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