IT Support Level 3 Apprenticeship - Sydenhams

IT Support Level 3 Apprenticeship - Sydenhams

About Sydenhams:

Sydenhams are an independent, family-owned merchant group. With 33 branches across the Central Southwest, we remain committed to providing quality timber and building materials to trades and DIY customers.

About the role:

You will be the first point of contact for users needing tech support, resolving basic hardware/software issues (like password resets, printer problems, application errors) via phone, email, or chat, and documenting everything in a ticketing system. Key responsibilities include installing software, maintaining systems, escalating complex tickets, and sometimes training users, with a focus on quick, accurate resolution and excellent communication.

Responsibilities:

• User support: Respond to technical requests from end-users via calls, emails, and chats. Walk users through fixes step-by-step.
• Troubleshooting: Diagnose and resolve issues with hardware (desktops, laptops, mobile devices), software (applications, OS), and network connectivity. Reset passwords and help with login problems. Troubleshoot software glitches or hardware failures.
• Ticket management: Log, prioritize, update, and track support requests in a helpdesk system.
• Installation & configuration: Set up new user accounts, install software, and configure hardware.
• Documentation: Create and update knowledge base articles and support procedures.
• Escalation: Redirect complex issues to higher-level support teams.
• Train to become familiarity with Windows, basic networking, computer hardware, and common software.

Essential skills:

• Soft skills:Excellent verbal/written communication, customer service, problem-solving, and attention to detail.
• Attributes:Ability to work well with others, be patient, learn quickly, and manage multiple tasks.

Entry requirements:

• 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 states how your international qualifications compare to the UK qualifications.

Working hours:

• 9am – 5pm

Benefits:

• Staff discount
• Life insurance

Future prospects:

• 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

How to apply

To apply for this role and to find out more, please click on the apply button. Please note that applications may close before the application deadline, so apply early to avoid disappointment.