Launch your IT career as a Junior IT Support Engineer, working with an experienced team supporting global infrastructure. Gain hands‑on experience with Windows and Mac systems, user support, deployments, networking and IT administration, with a clear pathway to 2nd line support. AI knowledge is a bonus.
Responsibilities
- Ticket Management: logging and managing support tickets.
- User Account Management: creating, modifying and deleting user accounts – onboarding/off‑boarding.
- Service Request Fulfilment (Level1): handling initial service requests and resolving basic issues.
- Incident Management: logging and managing incidents, ensuring timely resolution and proper documentation.
- Training and Knowledge Sharing: providing training and sharing knowledge with users on basic IT tasks and best practices.
- Troubleshooting: diagnosing and resolving basic technical issues.
- User Assistance: assisting users with common IT tasks, such as password resets and maintaining office hardware.
- Escalation: identifying and escalating complex issues to higher‑level support.
- Customer Service: maintaining a high level of customer service and communication with users.
- Documentation (Basic Issues): creating and updating documentation for common issues and solutions.
Skills & Qualifications
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Analytical skills
- Logical reasoning
- Team working
- Initiative
- Drive to troubleshoot
- Basic networking concepts
- Cybersecurity fundamentals
- Google Workspace
- Azure/Entra ID
- PowerShell (basic level)
Essential Qualifications
- GCSE – English, A-C / 9-4
- GCSE – Maths, A-C / 9-4
Desired Qualifications
- GCSE, BTEC or equivalent – IT – Level2
Course Information
- Course: Information communications technician (Level3)
- Level: 3
- Route: Digital Apprenticeship – Advanced
Working Arrangements
- Working week: Monday to Friday 9am‑5pm
- Hybrid working: 3 days in office, 2 days from home
- Expected duration: 1year4months
- Training provider: VELOCITY1STLIMITED
Junior IT Support Engineer Apprentice employer: Cape.io
Cape.io is an exceptional employer that prioritises the growth and development of its apprentices, offering a unique opportunity to gain hands-on experience in IT support within a supportive hybrid work environment. With a commitment to employee training and a clear pathway to advancement in 2nd line support, Cape.io fosters a collaborative culture that encourages innovation and learning, making it an ideal place for aspiring IT professionals to thrive.
