IT Support Officer Apprentice - QA : Job Details

About us: Retail Trust is a cloud-first organisation leveraging the Microsoft technology stack to deliver top-tier services to our clients and customers. Our operations are deeply integrated with Azure/Entra, MS365 services, Intune Endpoint Manager, and Defender to ensure seamless and secure service delivery.

Overview:The IT Support Officer is a crucial member of our team, responsible for ensuring that new starters and existing users have the necessary resources to work efficiently and without disruption.

This role involves a variety of tasks, including the configuration and optimisation of IT hardware, providing training sessions, and developing comprehensive user guides to empower end users.

You will be maintaining Windows PC Hardware, as well as supporting others with their hardware and software issues.

Salary: £17,000 - £20,000 per annum. [will be confirmed upon interview]

Key Responsibilities:

• User Onboarding and Support: Ensure new starters and users have the necessary IT resources for effective work. This includes setting up accounts and providing initial training.
• Hardware Configuration and Optimisation: Assist with the configuration and optimisation of IT hardware to ensure peak performance and reliability.
• Training and Documentation: Develop and deliver training sessions and create detailed user guides to help end users maximise their use of IT resources.
• Collaboration with External Partners: Work closely with our external IT infrastructure partner to provide hands-on support for hardware-related issues.
• Equipment Management: Handle the ordering, configuration, and coordination of safe delivery of IT equipment. This includes remotely setting up devices for users.
• Coordinate the retrieval of IT equipment from departing team members.
• Assess the business’s unused IT stock and refurbish, redeploy, or recycle it as appropriate.
• In-Person Support: Occasionally provide in-person support for hardware issues at our six UK locations, ensuring minimal downtime and disruption.

Additional Responsibilities:

• Proactive Maintenance: Regularly check and maintain IT equipment to prevent issues before they arise.
• Security Compliance: Ensure all IT practices comply with security policies and procedures, particularly those related to the Microsoft tech stack.

The successful candidate will work from our office in Derby, part of our Leylands supported living estate.

If you are passionate about delivering top-notch support and contributing to user empowerment, we encourage you to apply for this exciting opportunity and become an integral part of our team.

What we are looking for / Personal Attributes:

• Highly self-motivated and proactive with the ability to operate autonomously
• Able to function well in a sometimes-pressured environment
• Customer service focus with ability to empathise with the business needs of staff
• Good interpersonal skills, with the ability to form effective collaborative relationships
• Proven analytical and troubleshooting skills to identify causes of issues and possible solutions
• Strong written and oral communication skills including the ability to communicate complex technical concepts to users with limited technical knowledge
• Competent research skills and an ability to quickly learn new concepts and technologies
• Ability to prioritise, take direction and execute tasks in high-pressure circumstances

Other Conditions:

• Ad-hoc travel to estates around the UK may occasionally be required to resolve hardware issues and prepare client devices.

Entry Requirements: 

• 3 GCSE’s (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 states how your international qualifications compare to the UK qualifications. 

For more information, please visit the UK ENIC website.

Benefits:

• A pension scheme of up to 9% employer contributions.
• Life assurance of four times your salary.
• Private Medical Insurance on completion of 12 months service
• A health cash plan, allowing you to claim back on the cost of a number of services such as optical, dental, medical.
• Access to a free counselling a support phoneline and a second medical advice service.
• 25 days annual leave, plus bank holidays.
• Additional days off including a duvet day, self-development/volunteering day and a day to celebrate your birthday.
• Enhanced family friendly benefits including up to ten days compassionate leave per year, three months full maternity pay, and two weeks full paternity pay.

Future prospects:90% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks. 

Important information: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. Apply now!