IT Apprenticeship

Baltic Apprenticeships; Birmingham; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking an enthusiastic IT Apprentice to join their dynamic team. This role offers a fantastic opportunity to gain hands-on experience while working towards a Level 3 IT Support Apprenticeship. You will provide first-line technical support, troubleshoot issues, and collaborate with development teams to enhance service delivery. With a focus on innovation and customer satisfaction, this apprenticeship promises a supportive work environment where your contributions are valued. If you are passionate about technology and eager to learn, this is the perfect opportunity to kickstart your career in IT!

Benefits

Supportive office culture

Investment in personal development

Full training provided

Collaborative team environment

Qualifications

• Strong communication and problem-solving skills are essential.
• GCSE qualifications in English and Maths are required.

Responsibilities

• Provide first-line support via phone, email, and ticket systems.
• Diagnose and troubleshoot software issues for customers.

Skills

Problem Solving

Communication Skills

Teamwork

Organizational Skills

Microsoft Office 365

Analytical Thinking

Self-motivation

Education

GCSE Grade 5/C in English

GCSE Grade 4/C in Maths

Tools

Freshdesk

Teams

TeamViewer

Job description

At Anota, we’re revolutionising the way businesses manage their documents and workflows. As a leading provider of document management solutions, we pride ourselves on innovation, customer satisfaction, and a supportive work environment. We’re now looking for an enthusiastic IT Apprentice to join our dynamic team in Hull and help deliver exceptional first-line technical support to our valued customers. If you're passionate about technology, solving problems, and working in a collaborative environment, then this is the perfect opportunity for you!

In this role, you’ll work towards your Level 3 IT Support Apprenticeship, delivered by our expert training team at Baltic Apprenticeships.

A Typical Day in the Job:

• Providing first-line support via phone, email, Teams, TeamViewer, and our Freshdesk ticket system in accordance with our Standard Operating Procedures (SOP).
• Diagnosing and troubleshooting software issues related to configurations, integration, and user-specific problems, working towards identifying root causes and implementing solutions.
• Escalating complex issues to higher-level support or the development team when necessary, all while ensuring proper documentation is maintained.
• Logging and tracking customer issues in our Helpdesk system, ensuring accurate and timely ticket resolution where possible.
• Collaborating with development teams and second-line support to provide feedback on recurring issues and help drive software improvements.
• Creating and maintaining helpful support documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Ensuring customer satisfaction by meeting service-level agreements (SLAs) and response times.
• Assisting with other reporting or related tasks as needed.

Full training and support will be provided by your workplace mentor and from the Baltic team.

Salary, Hours & Benefits:

• Monday – Friday – 9 – 5
• A fantastic office culture where support, collaboration, and fun are part of our daily routine.
• Investment in your personal and professional development, including further training opportunities.
• A full-time permanent position with a competitive salary.

Desired Qualities, Skills and Knowledge:

• Team player but also capable of working independently when needed.
• Great sense of humour and an easy-going attitude, making you a joy to work with!
• Inquisitive problem solver – you love digging into tech issues and finding solutions.
• Patience and empathy – you understand that customers need clear and calm support.
• Familiarity with Microsoft Office 365 – a basic understanding of the tools we use daily.
• Strong organisational and time management skills to stay on top of tasks and tickets.
• Analytical and creative thinking – able to think outside the box when tackling challenges.
• A self-motivated learner, eager to pick up new skills quickly and improve.
• Process-driven, with an eye for detail and following procedures.
• Excellent verbal and written communication skills – you’ll be explaining complex tech issues to users in clear and simple terms.
• GCSE Grade 5/C in English and grade 4/C in Maths is required for this role.

Your Training with Baltic:

This apprenticeship provides the skills, qualification, and experience you need to immerse yourself within an exciting, fast-moving industry and become an effective IT Support Technician.

Next Steps:

If this sounds like the role for you, send us an application! Once we receive your CV, one of our team will be in touch to help you with the next stage. The application process includes an informal chat with our recruitment team, followed by a more formal employer interview if shortlisted.

Eligibility Criteria:

You must have the right to work in the UK, and valid residency status to apply for this apprenticeship.