IT Support Analyst Apprentice

Location: Leeds

Apprenticeship Standard: IT Support Technician Level 3

Duration: Up to 15 months including End Point Assessment

Salary: £15,608 to £21,440 depending on experience in Year 1

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

Answer Digital

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IT Support Analyst Apprentice