Remote IT Apprenticeship

This opportunity is available through our supply chain, with Robert Heath. Please note the role is fully remote working from home and is an 18 month contract.

About the Role

Robert Heath is on the hunt for an enthusiastic individual looking to start a career in technology and gain experience through an apprenticeship. You’ll be the friendly, professional face of the IT team, providing essential technical support to staff across a wide range of devices and operating systems. Working as a member of the ICT Helpdesk team, you’ll be supported to learn methodical technical troubleshooting and implementation and systems admin approaches, and to become an effective team member both within the IT team, and in relation to the wider business. This is an entry-level role, so they don't expect prior professional experience—they will teach you!

Key Responsibilities

As an IT Support Apprentice, you will be the first point of contact for all technical issues. Your primary responsibilities will include:

Tier 1 Support and Triage

• Helpdesk Management: Respond promptly to incoming calls, emails, and tickets submitted via the internal helpdesk system, providing professional and helpful 1st Line support.
• First-Call Resolution: Troubleshoot and resolve common hardware, software, and connectivity issues independently, aiming for a high first-call resolution rate.
• Documentation & Reporting: Log all incidents and service requests in detail, ensuring steps taken, resolutions applied, and necessary escalation notes are clear, concise, and easy for other teams to follow.
• Escalation: Accurately diagnose and categorise complex issues, escalating them efficiently to 2nd and 3rd Line support teams with all relevant diagnostic information provided.

Technical Environment

• Multi-Platform Support: Assist staff with issues across a diverse technology environment, including operating systems ChromeOS, Windows, and MacOS and mobile devices Android and iOS smartphones and tablets.
• Equipment Setup: Assist with the setup, configuration, and deployment of new hardware (laptops, monitors, printers) and software for new starters.
• New Technologies & Innovation: Assist the team in piloting, testing, and supporting new platforms, including early exposure to AI-driven tools being integrated into our workflows.

We are looking for candidates who possess the following core attributes:

• A passion for technology: A genuine, demonstrable interest in IT, computing, and problem solving.
• Good communication: Clear, polite, and confident verbal and written communication skills suitable for communicating technical information to non-technical users.
• Customer focus: A strong desire to help others and deliver a positive support experience, maintaining patience and a professional attitude under pressure.