IT Support Apprentice

Location: Kings Hill

Location:

Hybrid/Kings Hill, Kent
Salary/package: £15,000 per annum
Contract type:
Apprenticeship (21 months, including EPA)

Hours:

Full time, 37 hours per week
Apprenticeship Course:
Information Support Technician Level 3 (RITTech)

Due to the nature of work being carried out, a Basic DBS check (provided by the Company) will be carried out, please consider this before submitting your application.

As an IT Support Apprentice at EiS, you’ll begin your career in technology by gaining hands-on experience supporting schools, academies, and clients across a wide range of IT services. With structured training, dedicated mentoring, and real-world problem-solving, this apprenticeship offers a strong foundation for anyone looking to develop as an IT professional.

Who we are

EiS, part of Commercial Services Group (CSG), is a leading digital services provider specialising in delivering innovative IT and digital transformation solutions, particularly in the education and public sectors. Our focus is on helping clients adapt and succeed through cutting-edge technologies, deep expertise, and a commitment to reinvesting in frontline services.

Why this role matters

As the first point of contact for many schools and education customers, you will play a key role in ensuring they receive fast, friendly, and effective IT support. From resolving everyday technical issues to assisting with more complex problems alongside the wider Help Desk team, your work will directly support teachers, school staff, and learners. This role is vital in keeping IT services running smoothly and helping educational environments stay secure, reliable, and efficient.

What you’ll be doing

Responding to IT support requests via phone, Help Desk chat, and email in line with EiS KPIs and SLAs.

Following approved ICT procedures when handling support requests.

Providing information to help resolve incidents and escalating where necessary.

Managing calls to EiS standards, including accurate and detailed call notes.

Allocating unresolved calls promptly using agreed procedures.

Maintaining clear records of actions taken and keeping relevant individuals informed.

Building and maintaining knowledge of school ICT systems while working closely with the Help Desk team.

Supporting other ICT support teams and project teams when required.

Participating fully in training programmes and the Information Support Technician Level 3 apprenticeship pathway.

Carrying out any additional duties reasonably aligned to the role.

Complete all mandatory cyber security and risk management training and keep your knowledge up to date.

Protect the confidentiality, availability, and integrity of personal data processed by EiS.

Report any data disclosed in error as part of our commitment to strong information governance.

What we’re looking for

GCSEs (or equivalent) including English and Maths at grade 4 or above.

Willingness to undergo a basic DBS check.

Experience using computers and common IT tools.

Familiarity with operating systems such as Windows and macOS.

Any customer service experience is advantageous.

Evidence of personal IT projects, school IT work, or voluntary technical support is desirable.

Strong listening and communication skills (written, verbal, and telephone).

Excellent customer service and a professional, friendly manner.

Ability to explain technical issues simply and clearly.

Good organisation, record-keeping, and administrative skills.

Ability to work well under pressure and meet deadlines.

Logical approach to troubleshooting using available resources.

Strong team player with self-motivation and initiative.

Excellent timekeeping and attention to detail.

Eagerness to learn new technologies and follow structured processes.

Understanding of confidentiality and data protection (training provided).

Interest in current and emerging technologies.

Good command of written and spoken English.

What you’ll get in return

Salary of £15,000 per annum

25 days annual leave

Life assurance cover (4x salary)

Pension scheme with minimum 3% employee and 6% employer contribution

Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme

Volunteer days and access to a comprehensive…