ICT Apprentice

Southyorkshireapprenticeships; United Kingdom; Remote; GBP 21,000 - 32,000; Full time

Job summary

NOWSKILLS LIMITED is seeking an IT Helpdesk Support Advisor to provide frontline and second-line technical support for internal users. The role focuses on Microsoft 365 cloud services, end-user devices, and related business applications to keep staff productive with minimal downtime.

You will log and manage tickets, assist with deployments and patch management, and help with IT projects and security best practices. Experience in a fast-paced IT environment is preferred.

Qualifications

• Customer-facing IT support experience
• Ability to prioritise and log tickets clearly
• Familiarity with Microsoft 365 cloud services and end-user devices

Responsibilities

• Provide first and second-line IT support via phone, email, remote and in-person.
• Log, prioritise, and resolve support tickets with the helpdesk system.
• Assist with Microsoft 365 administration and Exchange Online management.
• Support Teams, SharePoint Online, and OneDrive for Business usage.
• Configure Windows devices and user accounts; assist with device/software setup.
• Troubleshoot network issues (VPN, DNS, DHCP, Wi‑Fi) and escalate where needed.
• Maintain documentation of processes and asset records.

Skills

Customer care skills

Logical

Tools

Microsoft 365

Azure AD/Microsoft Entra ID

Exchange Online

Microsoft Teams

SharePoint Online

OneDrive for Business

Windows 10/11

Active Directory

Job description

The IT Helpdesk Support Advisor is responsible for providing first and second-line technical support to internal users.The role involves supporting Microsoft 365 cloud services, end-user devices, business applications, and IT infrastructure, ensuring users remain productive with minimal disruption.

• Provide first and second-line technical support via telephone, email, remote support, and in person
• Log, prioritise, manage, and resolve support requests using the company's helpdesk ticketing system
• Support users with Microsoft 365 applications and cloud services
• Manage Microsoft Entra ID (formerly Azure Active Directory), including user accounts, password resets, group membership, and access permissions
• Administer Exchange Online, including mailbox management and distribution groups
• Support Microsoft Teams, SharePoint Online, OneDrive for Business, and collaboration tools
• Install, configure, and maintain Windows desktops and laptops.
• Configure new user accounts, devices, and software
• Support printers, mobile devices, and peripheral hardware
• Troubleshoot networking issues, including Wi-Fi, VPN, DNS, DHCP, and connectivity problems
• Escalate complex issues to third-line support or external suppliers where appropriateAssist with software deployment, updates, and patch management
• Maintain accurate documentation of support procedures and resolutions
• Support IT asset management, including hardware and software inventories
• Assist with IT projects, migrations, and system upgrades
• Ensure compliance with IT security policies and best practices
• Microsoft 365 Administration
• Exchange Online
• Microsoft Teams
• SharePoint Online
• OneDrive for Business
• Windows 10 and Windows 11
• Microsoft Office Applications
• Active Directory

About the Employer

We pride ourselves on delivering tailored solutions that address your unique challenges head-on. With our commitment to problem-solving and innovation, our product range spans across 7 divisions, tailored to meet the needs of our long-term customers. We understand that every business is different. That's why we take the time to listen and
customise our solutions to fit your objectives seamlessly.

Skills Required

• Customer care skills
• Logical

Training Provider

NOWSKILLS LIMITED

Course/Training

Information communications technician (level 3)