1st Line IT Support Technician Apprentice

About the role

IT 1st Line Support is the initial point of contact, you will be logging and prioritising requests, resolving common hardware, software, account, network, till and printer problems, guiding users through solutions, documenting actions, escalating any issues.

• Provide first-line IT support to colleagues across retail stores, offices and warehouses
• Log, prioritise and manage incidents and service requests
• Troubleshoot tills, payment terminals, computers, printers and scanners
• Resolve password, account access, email and software issues
• Support store networks, Wi-Fi and internet connectivity
• Set up equipment and user accounts for new starters
• Guide colleagues through technical solutions either by phone, email or remote desktop
• Keep users informed about progress and expected resolution times
• Monitor recurring issues and report potential system-wide problems
• Maintain IT equipment records and assist with replacements
• Follow data protection, cybersecurity and payment-security procedures
• Provide friendly, clear and patient service in a fast-paced retail environment
• Help minimise disruption to sales and day-to-day store operations

Training

• Information Communications Technician dedicated performance coach Level 3 (A level)
• Typical duration: 13-18 months
• All done online
• Functional skills maths and English if applicable

Apprenticeship standard: Information communications technician (level 3)

Training provider: ACTIVATE LEARNING

After your apprenticeship

IT support.

Working hours

Number of Hours: 40.

Lunch break length: ½ hour or 1 hour depending on candidate (unpaid).

Start Time: 8.00am.

Finish time: 5.00pm if 1 hour lunch (8 hour day).

40 hours a week

Duration: 1 Year 6 Months

Possible start date: 1 November 2026

Wage

£27,352 a year

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Logical
• Team working
• Initiative
• Patience

Qualifications

• GCSE Maths and English (grade 4 (C)), essential

Things to consider

Please note this role is based in Crawley and is office based with some travel to London.

Benefits

• Pension
• Cycle to work
• Staff discount after probation
• Referral bonus
• Bike insurance after probation
• Flu jab payment
• First aid and Fire warden payments
• Buying additional holiday
• Enhanced maternity and parental leave
• Paid training for qualification

About the employer

Balfe’s Bikes is an established independent bicycle retailer, founded in 2008, with stores across London and the South East, offering bike sales, servicing and expert cycling advice through its shops and website.

Please note this role is based in Crawley and is office based with some travel to London