IT Technician Apprentice

Employer description:

Mark1 IT simplifies IT for business owners by taking away the complexity and hassle of managing technology. Our team of experts handle all aspects of IT, from strategy and design to implementation and management, leaving business owners free to focus on what they do best – running their business. Our IT services include IT support, IT security and compliance, IT backup, IT procurement, IT consultancy, IT infrastructure, internet connectivity and cloud hosted voice telephony systems.

Overview:

The number one goal of everyone in our team is to make our clients exceptionally happy. As the first point of contact for all incoming support requests, the IT Technician Apprentice plays a vital role in delivering a positive client experience and ensuring the smooth triage of technical issues.

This position is designed for someone at the very beginning of their IT career. You’ll receive structured training, close supervision, and support from the wider team to help you grow in confidence and capability.

Responsibilities:

• Act as the first point of contact for inbound support requests via phone, email, and ticketing system.
• Accurately log and prioritise tickets based on client impact, escalating when necessary.
• Provide basic first-line support (e.g. password resets, simple troubleshooting) under supervision.
• Use HaloPSA to create, update, and manage service tickets with clear documentation.
• Maintain up-to-date client notes and documentation as guided by the team.
• Deliver a professional and friendly customer experience, keeping clients informed.
• Shadow experienced technicians, follow SOPs, and participate in team meetings.
• Complete internal and external apprenticeship training to develop technical skills.

Desirable skills:

• Genuine interest in IT, problem-solving and delivering a great client experience.
• Confident, clear communicator with strong listening skills and attention to detail.
• Positive, proactive, and calm under pressure.
• Organised, eager to learn, and able to follow processes.
• Can translate technical concepts into clear, client-friendly language.
• Basic familiarity with Windows, Microsoft 365, or general computer usage

Entry 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

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.

Working hours:

Monday to Friday, 8:30am - 5pm with 1 hour lunch break.

Benefits:

• Get your birthday off.
• A monthly perk box/membership up the value of £30 (you choose!) after 6 months successful service.
• Generous pension scheme and a salary review after 6 months service.
• An easy-going environment and culture (we all enjoy what we do).
• A stand-up desk (if required) and high-powered laptop.
• Dedicated mentoring and regular check-ins to support your growth.

Future prospects:

Opportunities for internal progression into Level 1 IT Technician roles.

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.

Interested? Apply now!