IT Apprentice 

Location:    Warrington, Cheshire

Start Date: ASAP
Contract:    Full Time, Permanent
Holidays:    20 days + public holidays


Swan Solutions are looking for an IT Apprentice to help support our team of professionals providing support, help and advice to our customers.


The apprentice role is responsible for providing technical assistance and support related to computer systems, hardware, or software. You will respond to queries, log tickets, conduct technical triage, first line activities and escalate tickets to other team members


Whilst beginning to learn about the business and how we operate, you will be provided with ongoing training and support to help develop your technical skills.


At Swan, we challenge each other daily in a bid to constantly improve. We work incredibly hard for our customers and for each other, and the apprentice will be expected to do the same.


Whilst learning how to adapt to working within a fast-paced environment you will gain knowledge of a range of technologies in the meantime. You will be expected to embrace this challenge and be self-motivated to personally develop.

In turn, you will progress well to become a trusted and valuable member of the team.


This apprenticeship is perfect to develop your passion for technology and to prove yourself as a professional within the IT Industry.

About Swan Solutions

We are a leading provider of Managed IT Services to Small-Medium sized organisations throughout Warrington and the whole of the Northwest.  

Our success is directly attributed to employing the right calibre of staff with a genuine desire to help clients successfully implement solutions.  


Primary Responsibilities
  • Represent the company in a professional manner at all times

  • Responsible for self-learning and personal development

  • Create support tickets from incoming helpdesk calls and emails

  • Monitor customer helpdesk tickets and schedule the appropriate resource ensuring SLA’s are met as below:

  • Provide support triage and populate tickets with the relevant information relating to the query or problem. Escalate to senior technicians where appropriate.

  • Carry out first line remote and telephone computer:

    • Install software

    • Troubleshoot performance issues

    • Troubleshoot software issues

    • Troubleshoot network and internet connectivity issues

    • Install printers

    • Create user profiles

  • Mobile phone support – configure email for iPhone, Android and Microsoft mobile phone operating systems

  • Conduct first line workshop related tasks (computer builds, software installations etc.):

  • Monitor server and ticket dashboards


Active directory administration

    • Create new users

    • Change passwords

    • Create security groups

  • Disable user accounts

  • Administer 3rd party products (365, Symantec anti-virus, Symantec email filtering)

  • Administer starters and leavers requests

  • Update customers by phone, email or ticketing system

  • Schedule internal and field technical resources on the ConnectWise dispatch portal

  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

  • Endeavour to improve customer service, perception, and overall satisfaction

  • Understand processes in the Helpdesk system by completing assigned training

  • Enter all work and associated time as service tickets

  • Occasional work-related travel

Key Objectives

​​We frequently install and support the technologies below so you should have experience and skills with these.Provide 2nd line level remote and onsite support to end users from junior to senior levels

  • Install, remove and troubleshoot approved customer software on client computers

  • Anti-virus monitoring, maintenance and resolve infection outbreaks

  • Monitor and maintain servers – (e.g. security, disk space, encryption)

  • Administer Active Directory and group policies

  • Troubleshoot and resolve server and network issues

  • Manage and maintain WSUS and similar technologies

  • Assist with projects, including server installs, network upgrades, WiFi setups and 365 migrations

  • Support remote workers and assist with any connectivity problems quickly

  • Liaise with 3rd parties where manufacture and vendor support is required

Skills & Qualities
  • Communication is essential to our success. You will possess excellent verbal and written skills and should continue to develop these.

  • All activities are written into our helpdesk system for the benefit of customers and colleagues alike. Excellent spelling and grammar are required

  • We do not operate as individuals, so you must be a team player and work hard with and for your colleagues

  • The apprenticeship will be a challenge, you will require exceptional work ethic and discipline

  • Punctuality is a key attribute

  • Due to the variety and fast paced nature of our business, organisational skills must be of the highest standard

  • Everyone within the business is customer facing, so we insist on enthusiasm and positivity at all times

  • You must have a natural desire and thirst to personally develop, learn and progress within the company

  • Full UK driving license

  • 5 GCSE’s A-C or equivalent including English & Maths

Technology Familiarity
  • Good knowledge of computer systems (i.e. Operating systems, Microsoft Office Suite, Anti-virus etc.), supported by college courses and certifications. Exposure to server operating systems would be highly beneficial

  • Strong attention to detail and accuracy

  • Google skills and the ability to quickly research technical issues and unfamiliar technologies

  • To be committed and dedicated to completing the apprenticeship program within the 12 month timescale, attending all compulsory training workshops

  • To undertake any other duties that may fall into the job criteria

  • To conform with all company policies and procedures including Health and Safety

  • To treat all employees, customer and suppliers with dignity and respect

  • Excellent communicator – written and verbal. Ideally with GCSE and A level qualifications in English

  • Confident and professional phone manner

  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

  • Ability to multi-task and adapt to changes quickly

  • Self-motivated with the ability to work in a fast-moving environment

  • Technical awareness: ability to match resources to technical issues appropriately

  • Typing skills to ensure quick and accurate entry of service request details

  • To stand out and succeed