Junior IT Support Engineer Apprentice

Introduction

Launch your IT career as a Junior IT Support Engineer, working with an experienced team supporting global infrastructure. Gain hands-on experience with Windows and Mac systems, user support, deployments, networking and IT administration, with a clear pathway to 2nd line support. AI knowledge is a bonus.

About the Employer

We are a global technology company on a mission to eliminate the friction between creative and media. Cape.io is the first Intelligent Campaign Automation platform to unify the entire campaign lifecycle. By embedding AI and automated compliance from creative inception to activation, we empower brands to launch high-impact, compliant campaigns with unprecedented speed and intelligence.

Our platform is trusted by the world's top agencies and advertisers to control and distribute advertising content in over 100 countries. With over 230 employees across 21 offices—from London to the Americas, Europe, and Asia Pacific—we are fundamentally changing the way advertising works.

What You'll Do

• Ticket Management: Responsible for logging and managing support tickets
• User Account Management: Responsible for creating, modifying, and deleting user accounts– Onboarding/Off-boarding.     
• Service Request Fulfilment (Level 1): Responsible for handling initial service requests and resolving basic issues    
• Incident Management: Responsible for logging and managing incidents, ensuring timely resolution and proper documentation
• Training and Knowledge Sharing: Responsible for providing training and sharing knowledge with users on basic IT tasks and best practices
• Troubleshooting: Responsible for diagnosing and resolving basic technical issues
• User Assistance: Responsible for assisting users with common IT tasks, such as password resets and maintaining office hardware
• Escalation: Responsible for identifying and escalating complex issues to higher-level support
• Customer Service: Responsible for maintaining a high level of customer service and communication with users
• Documentation (Basic Issues): Responsible for creating and updating documentation for common issues and solutions

Training Outcome

• The role offers long term security and the opportunity to progress into a permanent position

Skills Required

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Initiative
• Drive to troubleshoot
• Basic networking concepts
• Cybersecurity fundamentals
• Google workspace
• Azure/Entra ID
• PowerShell (basic level)

Qualifications

• Essential - GCSE - English - A-C / 9-4
• Essential - GCSE - Maths - A-C / 9-4
• Desired - GCSE, BTEC, or equivalent - IT - Level 2

Course Information

Course: Information communications technician (level 3)

Level: 3

Route: Digital

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday to Friday 9am to 5pm Hybrid working: 3 days in the office and 2 days working from home.

Expected Duration: 1 Year 4 Months

Training Provider: VELOCITY 1ST LIMITED