IT Support Apprentice

South Gloucestershire and Stroud College; Bristol; Hybrid; GBP 20,000 - 25,000; Full time

Benefits offered by this job

Training support

Full equipment provided

Job summary

South Gloucestershire and Stroud College is hiring an IT Support Apprentice Technician located in Bristol. This role involves providing first-line technical support and monitoring helpdesk tickets while maintaining high customer service standards.

The successful candidate will work in a hybrid model, alternating between office and home, gaining hands-on experience with technical support and being part of a vibrant team.

The apprenticeship includes regular training, leading to a Level 3 qualification in Information Communications Technology.

Qualifications

• Professional attitude required.
• Ability to provide first-line technical support.
• Experience in responding to hardware and software issues.

Responsibilities

• Provide first line technical support via phone, Teams, and email.
• Monitor and respond to helpdesk tickets according to SLAs.
• Support users both remotely and within the office environment.

Skills

Technical competence

Excellent communication skills

Education

A Level 3 Information Communications Technician

Tools

Jira Service Desk

Job description

This role will incorporate a range of support services which includes activities such as Service Desk duties, telephone and email support, recording faults, supporting the set-up of new systems and upgrading existing systems, trouble shooting and escalating IT faults.

Salary will be discussed further at Interview.

Training course

Information communications technician (level 3)

Hours

Monday - Friday, 9.00am - 5.00pm
35 hours a week

Duration

1 Year 9 Months

Work

As an apprentice, you’ll work at a company and get hands‑on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

The IT Support Apprentice Technician will work as part of the team providing efficient IT services and excellent standards of support throughout the organisation.

The successful candidate will be expected to be professional, have technical competence and excellent communication skills.

Key Responsibilities

• Provide first line technical support, answering support queries via phone, Teams and email and logging issues in Jira Service Desk
• Monitor helpdesk tickets in Jira Service Desk, responding in line with company SLA's
• Support users and common equipment both remotely and within an office environment as part of our hybrid working approach (currently 3 days in office, 2 days from home each week, rotating)
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take ownership of user problems and be pro‑active when dealing with user issues
• Respond to enquiries from users and help them resolve any hardware or software problems
• Maintain a log of any software or hardware problems detected
• Support users in the use of computer equipment by providing necessary training and advice
• Escalate more complex calls to the relevant member of IT
• Carry out in‑house system testing

The apprentice will provide a first point of contact, processing requests for support and help with the co‑ordination of the response through to resolution, providing an escalation path if necessary.

Where you’ll work

First Floor
Equinox North Great Park Road Bradley Stoke
Bristol
BS32 4QL

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

South Gloucestershire and Stroud College

This is a Hybrid role – workspace required at home and then office-based Tuesday/Wednesday/Thursday every week as well as Monday and Friday on a rota basis, could be fully office based if preferred.

Full equipment will be provided.

DBS check required.

After this apprenticeship

• A Level 3 Information Communications Technician (ICT) apprenticeship equips you for entry-level tech roles. Depending on the specific pathway you choose – Support, Network, or Digital Communications – you can seamlessly transition into a variety of hands‑on, frontline IT careers.