IT Support Apprentice. Education & Training

About Citizens Advice Leicestershire:

Citizens Advice Leicestershire is an independent and local non‑profit organisation. Our purpose is "Sharing knowledge to transform lives". By listening to the needs of our communities and clients, we act to provide accessible, high‑quality information, advice and education to anyone who needs it. We empower individuals with the tools and support they need to build resilience and thrive. By working in partnership with national and local organisations, we are able to advocate for a fairer society, amplifying the voices of those often unheard.

We demonstrate and uphold our values, "We Care, We Help, We Excel, We Challenge", to achieve positive outcomes for the people we help.

We have an exciting opportunity for an IT Support Apprentice to join our welcoming team of full‑time staff and volunteers, mainly based at the Blaby District Council offices, with occasional travel to partner sites at Market Harborough and Hinckley. In this role you will be the in‑house point of contact for IT co‑ordination, supporting staff and working alongside external IT providers.

You will gain hands on experience in IT service management, equipment and user support while developing technical skills essential for a career in IT operations and infrastructure management.

You will be enrolled on to a 17‑month Level 3 Azure Cloud Specialist Apprenticeship programme with the potential option of moving to higher level qualifications and a genuine opportunity of securing a permanent role on successful completion of the programme.

• Provide on‑site field support to customers including installation, and servicing and repairing systems and equipment. Verify and approve operational quality of system equipment
• Coordinate IT equipment procurement, including ordering, tracking deliveries, and maintaining inventory records
• Liaise with external IT providers to coordinate services, maintenance, and technical support
• Ensure equipment is properly prepared for new users
• Support maintenance of accurate inventories of all IT equipment, including telephones, laptops, tablets and peripherals
• Update equipment records when devices are reallocated between staff members
• Log and monitor all IT support tickets, ensuring timely response and resolution
• Contribute to maintaining IT security, compliance and best practice procedures
• Resolve customer issues in the areas of hardware installation, repair, upgrade and maintenance. Assist in investigating and resolving complex installations and maintenance matters of significance
• Instruct customers in the operation and maintenance of systems/equipment.
• Ensure issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting
• Act as a liaison with customers on administrative and technical matters for assigned projects

• Ability to work well in a team
• Demonstrate the ability to methodically work through issues
• Must be able to deal directly with internal and external clients at all levels of seniority in a friendly and highly confident manner
• Always seen to be helpful when dealing with clients and within the team, and display professionalism and patience when offering advice and support
• Be comfortable completing a certain amount of administration that includes updates in the ticketing system
• Enthusiastic with a genuine passion in solving IT issues
• Empathetic to customer needs and requirements
• Working knowledge of Microsoft Windows 10, Windows 11 and Microsoft Office 365

• 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 is 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…