IT Helpdesk Engineer Apprentice (Level 3 Information Communications Technician)
IT Helpdesk Engineer Apprentice
Workplace Connect \- Basingstoke
Full\-time \| Apprenticeship
About Workplace Connect:
Workplace Connect is a leading Managed Service Provider (MSP) delivering IT, cybersecurity, cloud, telecoms and support services to businesses across London and the South of England.
We are looking for one enthusiastic and motivated apprentice to join our growing Service Desk team. This is an exciting opportunity to develop a long\-term career in IT whilst gaining hands\-on experience, recognised qualifications and support from experienced engineers.
No previous IT experience is required. We are looking for someone with a genuine passion for technology, a willingness to learn and a positive attitude towards helping people.
The Role
As an IT Helpdesk Engineer Apprentice, you will be the first point of contact for customers seeking technical assistance and support.
You will work alongside experienced engineers to provide first\-line technical support, resolve issues, assist with projects and gain exposure to a wide range of modern business technologies.
Communication, initiative and problem\-solving are just as important as technical knowledge. We are looking for someone who enjoys helping others, is curious by nature and wants to build a successful career within the IT industry.
What You'll Be Doing
Your day\-to\-day responsibilities will include:
- Acting as the first point of contact for customer support requests via phone, email and our service desk system.
- Logging, managing and progressing support tickets while keeping customers informed.
- Using remote support tools to diagnose and resolve technical issues.
- Troubleshooting hardware, software, Microsoft 365 and connectivity issues.
- Escalating issues to senior engineers where required whilst maintaining ownership of customer communication.
- Assisting with the setup and configuration of laptops, desktops, mobile devices and user accounts.
- Maintaining accurate client records and technical documentation.
- Creating and updating knowledge base articles and self\-help guides.
- Supporting customer projects, installations and technology deployments.
- Carrying out onsite visits to customer offices when required.
- Researching new technologies and services to enhance Workplace Connect's service offering.
- Following company procedures for security, service delivery and documentation.
- Completing apprenticeship coursework, training sessions and assessments.
- Supporting continuous improvement initiatives across the business.
- Undertaking other duties appropriate to the role and level of development.
- This is an office\-based role located in Basingstoke.
- Working hours are Monday to Friday, 9:00am to 6:00pm.
- Occasional travel to customer sites, including locations in London, will be required.
- All authorised business travel and reasonable expenses will be paid in line with company policy.
What We're Looking For
The ideal candidate will:
- Have a genuine interest in technology and IT.
- Enjoy helping people and solving problems.
- Be confident communicating with customers and colleagues.
- Be organised and able to manage multiple tasks.
- Show initiative and a willingness to learn.
- Be reliable, professional and dependable.
- Have excellent verbal and written communication skills.
- Be able to work independently whilst also being a strong team player.
- Take ownership of tasks and see them through to completion.
- Demonstrate a positive attitude and strong work ethic.
- Ability to travel to our Basingstoke office Monday to Friday.
- Strong communication and customer service skills.
- Enthusiasm for technology and continuous learning.
- Willingness to complete an apprenticeship programme.
- Professional attitude and appearance.
- Full UK driving licence or currently working towards obtaining one.
- Basic understanding of computers, Microsoft 365 or IT support concepts.
- Previous customer service experience.
- Experience helping friends, family or others with technology.
- GCSEs (or equivalent), including English and Maths.
- Hands\-on experience within a professional IT support environment.
- Exposure to a wide range of business technologies including Microsoft 365, cloud services, cybersecurity and networking.
- Structured apprenticeship training and recognised qualifications.
- Support and mentoring from experienced engineers.
- Opportunities to work directly with customers and gain valuable professional experience.
- Clear progression opportunities into a permanent IT support role.
- Birthday day off each year.
- Company events and social activities.
- On\-site parking.
- Free eye tests.
- Structured apprenticeship training and support.
- Paid business travel expenses.
- Friendly and supportive working environment.
- Opportunity to build a long\-term career in IT.
- GCSE or equivalent (preferred).
No prior IT experience is required. Full training and ongoing support will be provided.
If you are passionate about technology, enjoy helping people and want to start your career within a fast\-paced and rewarding industry, we'd love to hear from you.
Job Types: Full\-time, Apprenticeship
Schedule:
- Monday to Friday
- 9:00am to 6:00pm
Pay: From £17,000\.00 per year
Benefits:
- Company events
- Company pension
- On\-site parking
- Basingstoke RG24 8GT: reliably commute or plan to relocate before starting work (required)
- Have you previously completed an IT apprenticeship at Level 3 or above?
- English (required)
- United Kingdom (required)
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