IT Support Engineer Apprenticeship

Atos IT Services UK; Coleshill Heath; On-site; GBP 18,000 - 22,000; Full time

Job summary

A leading technology services provider is seeking Apprentices for IT Support roles in Birmingham. As a 1st Line Support Desk Agent, you will be the first point of contact for resolving technical issues. No prior IT experience is necessary, but essential skills include communication, problem-solving, and teamwork. This role provides a pathway to a long-term career in IT, offering training and experience. Candidates must have a minimum of Grade 4/C in Maths and English GCSE and a right to work in the UK.

Qualifications

• Excellent communication skills to explain technical issues clearly.
• A strong desire to learn and develop in IT support.
• Willingness to engage with customers and provide solutions.

Responsibilities

• Answer incoming calls, emails, and chats about IT issues.
• Log details of faults and requests in the service tool.
• Diagnose basic technical issues and resolve them efficiently.
• Provide updates to users about their ticket status and maintain satisfaction.
• Dedicate time to apprenticeship studies and training.

Skills

Excellent verbal and written English skills

Genuine interest in IT and computers

Logical mind for problem solving

Empathy and patience

Team player

Education

Maths and English GCSE – Grade 4 / C or above

Job description

The Role

Are you the person your friends and family turn to when their computer breaks? Do you have a passion for technology and a desire to develop a career in IT?

We are building a team to provide IT Support and Services to one of our critical public sector clients, with users across the UK. The initial team of 15 Apprentices will work as 1st Line Support Desk Agents, under an Apprentice programme, completing a nationally recognised qualification while fulfilling your role.

You will be the "face" (and voice) of Atos for our clients. You will be the first point of contact for users experiencing technical issues, helping to resolve them quickly and efficiently.

Key Responsibilities

As an apprentice, you will gradually take on more responsibility as your skills grow. Your day-to-day will include :

Being first Point of Contact : Answering incoming calls, emails, tickets and web chats from clients regarding IT issues.

Incident Logging : Accurately logging details of faults and requests into our Service Management tool.

Troubleshooting : Diagnosing and resolving basic technical issues such as :

Password resets and account unlocks.

Software installation and Microsoft Office / 365 queries.

Basic hardware faults (Laptops, Printers, Peripherals).

Customer Service : Keeping users updated on the status of their tickets and ensuring high levels of customer satisfaction.

Learning : Dedicating 20% of your working hours to your apprenticeship studies, workshops, and coursework.

The Opportunity

Atos are investing in our future by investing in yours. We have recently announced our intentions to provide our wide range of services to customers throughout the UK from our Birmingham office. This Apprenticeship programme opens the door to long-term IT careers within the communities of Birmingham, from where we operate and will grow our business from over the next decade.

Who We Are Looking For

You do not need previous professional IT experience. We hire for potential and attitude.

Essential Skills & Attributes :

Communication : Excellent verbal and written English skills. You will be explaining technical things to non-technical people.

Passion for Tech : A genuine interest in IT, computers, and how technology works.

Problem Solving : A logical mind that enjoys figuring out puzzles and fixing things.

Empathy : Patience and a desire to help people who are frustrated with technical problems.

Team Player : Willingness to ask for help and support your colleagues.

Minimum Entry Requirements :

Maths and English GCSE – Grade 4 / C or above.

You must have the right to work in England and have lived here for the last 5 years.

Location :

Birmingham Business Park (Onsite)