Apprentice IT Support Enginner

Apprentice - Tier I IT Support Analyst

Start your career in IT with hands-on experience across IT support, cloud, cybersecurity, AI and automation.

Company Overview

Offsite Cloud is an established IT Managed Service Provider (MSP) based in Essex, providing IT support and technology solutions to businesses across a range of industries.

We are looking for an enthusiastic Apprentice Tier I IT Support Analyst to join our Service Desk team. This is an excellent opportunity for someone looking to start a career in IT and gain hands-on experience while completing an IT apprenticeship. You will work alongside experienced IT professionals, developing practical skills across IT support, Microsoft cloud technologies, networking, cybersecurity, AI and automation.

The Role

As an Apprentice Tier I IT Support Analyst, you will provide first-line IT support to our customers while developing the technical knowledge and experience required to become an effective IT Support Analyst.

You will initially work under the guidance of experienced team members, assisting with routine support requests and technical issues. As your knowledge and confidence develop, you will be given increasing responsibility and the opportunity to become more involved in technical support, monitoring and customer projects.

Responsibilities

• Act as a first point of contact for customer IT support enquiries.
• Log, update and manage support tickets through our Service Desk system.
• Troubleshoot and resolve routine Windows, Microsoft 365, software, hardware and connectivity issues, seeking guidance where required.
• Carry out routine Microsoft 365 and cloud administration tasks.
• Monitor customer systems and respond to alerts, escalating more complex issues where appropriate.
• Complete routine user account creation, configuration and other service requests.
• Identify and escalate technical issues that fall outside their level of competence or authority.
• Keep customers informed and maintain accurate ticket and technical documentation.
• Support customer projects and technology deployments, taking increasing ownership of assigned tasks as experience develops.
• Develop and apply practical knowledge of networking, servers, cybersecurity, cloud technologies, backup and virtualisation.
• Develop and apply practical use of AI and automation tools, including Microsoft Copilot, to support service delivery and productivity.
• Complete the training, coursework and assessments required as part of the apprenticeship.
• By the end of the apprenticeship, be capable of independently handling routine Tier I support tasks and service requests to the required standard.

Requirements

Previous professional IT experience is not required. We are looking for someone with the right attitude, a genuine interest in technology and a willingness to learn.

• A genuine interest in IT and technology.
• Basic knowledge of computers and Microsoft Windows.
• An interest in Computers, cloud technologies, cybersecurity, networking and AI.
• Good problem-solving skills and a willingness to investigate problems.
• Good verbal and written communication skills.
• A professional and customer-focused attitude.
• The ability to work effectively as part of a team.
• A willingness to learn, accept feedback and develop new skills.
• Good organisation and attention to detail.
• A full UK driving licence and willingness to travel to customer sites when required.
• GCSE Grade C/4 or above in English and Mathematics (or equivalent).The legal right to work in the United Kingdom.

Please note: Offsite Cloud is unable to provide visa sponsorship for this position. Applicants must already have the legal right to work in the United Kingdom without requiring sponsorship.

What You'll Learn

This apprenticeship will provide hands-on experience working with real customers and business IT environments. You will have the opportunity to develop your knowledge and experience across:

• Microsoft Windows and Microsoft 365
• Backup and disaster recovery
• Microsoft Entra ID
• Virtualisation
• Networking, DNS, DHCP and VPN technologies
• AI and automation technologies
• IT security and cybersecurity
• IT Service Desk and customer service
• Windows Server and Active Directory
• IT project delivery
• Hardware and software troubleshooting

You'll be supported by experienced members of our technical team throughout your apprenticeship, with increasing responsibility as your skills and confidence develop.

What We Offer

• £17,000 starting salary
• Structured IT apprenticeship and training
• Hands-on experience across a wide range of technologies
• Support and mentoring from experienced IT professionals
• Opportunities for professional development and career progression
• Exposure to traditional IT infrastructure, modern cloud technologies, AI and automation
• 20 days' annual leave, plus 8 bank holidays.
• An additional day off for your birthday
• Supportive and collaborative working environment
• Digital Support Technician Level 3 Apprenticeship via Ginger Nut Training.

Build your IT career with us

For the right person, this apprenticeship provides an opportunity to build a broad technical foundation and progress into a permanent IT Support Analyst position. If you're enthusiastic about technology, enjoy solving problems and want to start building a career in IT, we'd like to hear from you.

Pay: From £17,000.00 per year

Benefits:

• Free parking

Education:

• GCSE or equivalent (required)

Language:

• English (required)

Work Location: In person