IT Support Analyst Apprentice
Role Overview
We’re looking for a curious, people first IT Support Analyst to join the Answer Digital team on a Microsoft IT Support Technician Level 3 Apprenticeship. You’ll be working directly alongside our IT Manager, supporting our medium size business across our Leeds office and remote locations.
This is a hands-on role from day one. You’ll be the person our team turns to when things go wrong and the person quietly making sure they rarely do. Whether it’s setting up a new starter’s laptop, troubleshooting a connectivity issue, or keeping our asset register up to date, your work will directly keep the business running. As you grow in confidence, so will the complexity of what you take on.
What you’ll be doing
IT Support & Helpdesk
Serving as the first point of contact for IT support requests across the business — resolving issues efficiently and with great customer service
Diagnosing and troubleshooting hardware, software, and connectivity problems for a medium size company workforce
Logging, tracking, and resolving support tickets in line with agreed response times
Escalating more complex issues to the IT Manager with clear documentation of steps already taken
Supporting remote workers with connectivity, device, and application issues
Device & System Management
Setting up, configuring, and imaging laptops and mobile devices for new starters and leavers
Installing and updating software, drivers, and operating systems
Managing and maintaining hardware — identifying when devices need repair, replacement, or upgrade
Supporting the IT Manager with system upgrades and patch management
User & Identity Management
Creating and managing user accounts across Microsoft 365, Azure Active Directory, Google Suite, etc
Onboarding and offboarding users — setting up accounts, licences, and access permissions
Supporting with Microsoft Teams administration including troubleshooting meetings and messaging
Infrastructure & Network
Assisting with the maintenance of our network infrastructure and office connectivity
Supporting the monitoring of backup systems and flagging any issues
Helping to maintain documentation of our network architecture and configurations
Security & Compliance
Supporting the IT Manager in maintaining our IT security posture — flagging risks, assisting with security updates, and ensuring devices are compliant
Helping to raise IT security awareness across the business
Assisting with GDPR-related IT tasks, including managing access controls and data handling processes
Asset & Documentation Management
Maintaining an accurate IT asset register — tracking all hardware and software across the business
Documenting common issues and their resolutions to build a useful internal knowledge base
Helping to create and maintain IT procedures and guidance for the wider team
Who we’re looking for
We’re not expecting you to arrive knowing everything, that’s what the apprenticeship is for. But we’d love to meet someone who:
Has a genuine interest in technology and how things work
Is patient, approachable, and brilliant with people — IT support is as much about communication as it is about tech
Picks things up quickly and isn’t afraid to ask questions
Is organised and methodical — you’ll often have several things on the go at once
Takes pride in getting things right and doesn’t let issues fall through the cracks
Is comfortable working independently as well as alongside a manager
Entry requirements
5 GCSEs at grade 4/C or above, including English and Maths (or equivalent)
Must not already hold a qualification at the same or higher level in a related subject
Must be eligible for apprenticeship funding (UK resident for 3+ years prior to start date)
What you’ll learn
Through Baltic Apprenticeships’ Microsoft IT Support Technician programme, you’ll cover six technical training modules across the 15 months: including troubleshooting tools and techniques, working with client and network architecture, cloud and virtualisation, and system upgrades and maintenance. You’ll also complete Baltic’s AI Accelerator module, gaining practical skills in using AI tools to support IT service delivery. On top of that, you’ll gain a Microsoft certification as part of your Expert Module pathway.
Full Job Posting
About the role
We’re looking for a curious, people first IT Support Analyst to join the Answer Digital team on a Microsoft IT Support Technician Level 3 Apprenticeship. You’ll be working directly alongside our IT Manager, supporting our medium size business across our Leeds office and remote locations.
This is a hands-on role from day one. You’ll be the person our team turns to when things go wrong and the person quietly making sure they rarely do. Whether it’s setting up a new starter’s laptop, troubleshooting a connectivity issue, or keeping our asset register up to date, your work will directly keep the business running. As you grow in confidence, so will the complexity of what you take on.
What you’ll be doing
IT Support & Helpdesk
Serving as the first point of contact for IT support requests across the business — resolving issues efficiently and with great customer service
Diagnosing and troubleshooting hardware, software, and connectivity problems for a medium size company workforce
Logging, tracking, and resolving support tickets in line with agreed response times
Escalating more complex issues to the IT Manager with clear documentation of steps already taken
Supporting remote workers with connectivity, device, and application issues
Device & System Management
Setting up, configuring, and imaging laptops and mobile devices for new starters and leavers
Installing and updating software, drivers, and operating systems
Managing and maintaining hardware — identifying when devices need repair, replacement, or upgrade
Supporting the IT Manager with system upgrades and patch management
User & Identity Management
Creating and managing user accounts across Microsoft 365, Azure Active Directory, Google Suite, etc
Onboarding and offboarding users — setting up accounts, licences, and access permissions
Supporting with Microsoft Teams administration including troubleshooting meetings and messaging
Infrastructure & Network
Assisting with the maintenance of our network infrastructure and office connectivity
Supporting the monitoring of backup systems and flagging any issues
Helping to maintain documentation of our network architecture and configurations
Security & Compliance
Supporting the IT Manager in maintaining our IT security posture — flagging risks, assisting with security updates, and ensuring devices are compliant
Helping to raise IT security awareness across the business
Assisting with GDPR-related IT tasks, including managing access controls and data handling processes
Asset & Documentation Management
Maintaining an accurate IT asset register — tracking all hardware and software across the business
Documenting common issues and their resolutions to build a useful internal knowledge base
Helping to create and maintain IT procedures and guidance for the wider team
Who we’re looking for
We’re not expecting you to arrive knowing everything, that’s what the apprenticeship is for. But we’d love to meet someone who:
Has a genuine interest in technology and how things work
Is patient, approachable, and brilliant with people — IT support is as much about communication as it is about tech
Picks things up quickly and isn’t afraid to ask questions
Is organised and methodical — you’ll often have several things on the go at once
Takes pride in getting things right and doesn’t let issues fall through the cracks
Is comfortable working independently as well as alongside a manager
Entry requirements
5 GCSEs at grade 4/C or above, including English and Maths (or equivalent)
Must not already hold a qualification at the same or higher level in a related subject
Must be eligible for apprenticeship funding (UK resident for 3+ years prior to start date)
What you’ll learn
Through Baltic Apprenticeships’ Microsoft IT Support Technician programme, you’ll cover six technical training modules across the 15 months: including troubleshooting tools and techniques, working with client and network architecture, cloud and virtualisation, and system upgrades and maintenance. You’ll also complete Baltic’s AI Accelerator module, gaining practical skills in using AI tools to support IT service delivery. On top of that, you’ll gain a Microsoft certification as part of your Expert Module pathway.
What we offer
- Structured, mentored learning alongside Answer Digital’s IT Manager from day one
- Real responsibility — supporting a live medium size business, not a simulated environment
- A Microsoft certification as part of your Expert Module
- 348 hours of protected off-the-job training throughout the programme
- A supportive, people-first culture where your development genuinely matters
- The foundations for a long-term career in IT
- The perks of being @ Answer
- We’re an Employee-Owned Company. After 12 months – through the Employee Ownership Trust you will be part of the ownership of Answer; a major factor in driving engagement, retention and growth for our people
- Competitive salary
- Flexible annual leave (buy/sell and carry forward)
- Twice a year income-tax free bonus based on company performance - it’s a reward for being a part of our EOT journey
- Continuous training and development - if you want to learn, we’ll provide the support you need
- Flexible Pension - we match your own contributions up to 5%
- A flexible Healthcare cash plan so you can fund the care you value most
- A packed social calendar including; end of year party (partners invited) and Summer away days, monthly and quarterly company team socials.
- Parking at Head Offices in central Leeds, plus Cycle2Work & Green Car Lease schemes to help get you here
- The chance to give back – get involved nationally and regionally with partnerships to get people from different backgrounds into tech, as well as lots of charity and community events
- Diversity and Inclusion
- At Answer we proudly embrace diversity and inclusion - we want to create a safe environment for everyone to bring their true selves to work.
- We will do everything we can to support your application. If you require any adjustments to be made to your application (whether that’s support with our interview questions, adjusting how we interview, or financial support with our hiring process) then please speak to Lesley Waghorn, Senior Talent Acquisition Consultant ( [email protected] )
- A bit more about us.
- Answer Digital is a highly successful digital transformation consultancy headquartered in Leeds. We’re a company on a fast growth trajectory with a reputation of delivering large-scale, operational critical solutions.
- People are at the heart of everything we do - so much so we’re owned by our people. It sets us apart from most digital businesses you’ll meet and defines our culture and values. Our people are invested in everything we do, because we are invested in them.
- Don't believe us? Well check out our glassdoor and here what our people have to say
- Our Interview Process
- We pride ourselves on having a fair but flexible recruitment process, we want to create a platform where you can show us your best. For us, keeping it simple means you can focus on understanding if our people, values and the work we do are right for you. Our typical process can be broken down into 3 stages;
- Recruiter call: This normally lasts 15-30 minutes. We will talk to you about Answer Digital, the type of work we do, and an overview of the role. We’ll ask you some questions about your current situation and why you’re interested in working here. Here, we’d advise asking any “people” questions, anything about our culture and career progression.
- Skills based interview: This interview will be with 2 people, normally from the team you’re applying to work with. We can do this stage remote or in person, whichever you’d prefer. This interview will involve questions around your experience, the skills you’ve gained and the work you’ve done. We’ll also ask questions about the role and challenges you might face and how you’d face them. Here, we’d recommend asking questions about the role, the day to day responsibilities and what life in the team is like.
- Cultural/Value interview: This interview will be with 2 of our Leadership team, either our Directors or Capability Leads. It will focus on our culture and values, talking about our values and what they mean to us as well as understanding what values are important to you and how you like to work. This interview is about making sure Answer is right for you, as much as the other way around. Here, we advise you to ask as many questions around our business model, our ambitious growth plans and anything to do with Answer as a business.
About Answer Digital
Employee-owned digital transformation consultancy serving the NHS and regulated organisations with data, AI, and engineering services.
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