Overview:
Magnera's purpose is to better the world with new possibilities made real. For more than 160 years, the originating companies have delivered the material solutions their partners need to thrive. Through economic upheaval, global pandemics and changing end-user needs, they have consistently found ways to solve problems and exceed expectations. By bringing together these legacy companies, the distinct scale and comprehensive portfolio of products will bring customers more materials and choices. With a combined legacy of resilience, Magnera will build personal partnerships that withstand an ever-changing world.
The Apprentice IT Support Technician provides entry-level on-site IT support while developing foundational technical and customer service skills. Working under close supervision, the role assists with basic IT support tasks, learning established procedures, tools, and processes used within the IT Service Desk and On-Site Support teams.
This position is designed for individuals at the start of their IT career, providing hands-on experience supporting internal customers, while building knowledge of IT systems, troubleshooting techniques, and service management practices. The apprentice will contribute to day-to-day support activities and gradually take on more responsibility as skills develop
This role will work Monday to Friday 8.30am to 4.30pm with some flexibility and attract 25 days annual leave plus 8 bank holidays. Time will be spent at college studying for your qualifications and depending on the course taken, this could be 1 day per week for 2 years at Level 3.
Responsibilities:
- Assists with basic IT support tasks, including device setup, peripheral installation, and workspace preparation.
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Supports the logging of incidents and service requests in the call tracking system under supervision.
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Provides first-line assistance for simple and routine IT issues, following documented procedures and guidance.
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Escalates issues beyond their knowledge or authority to Level 1 or senior team members.
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Learns and follows IT service management processes, including ticket handling and documentation standards.
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Assists with asset management activities, including inventory tracking and equipment handling.
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Supports knowledge base updates by identifying missing or unclear documentation.
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Participates in team meetings and training sessions to build technical and professional skills.
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Maintains a professional and customer-focused approach when interacting with internal users.
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Follows all company policies, procedures, and security guidelines.
Qualifications:
Level in Computer Science (or equivalent relevant IT qualification) preferred.
GCSEs (or equivalent) in Mathematics, English, IT and Science required.
No prior professional IT experience required; relevant coursework, personal projects, or internships are advantageous.
Basic understanding of computer systems, hardware, and common software applications.
Demonstrated interest in IT and a willingness to learn and develop technical skills.
Good written and verbal communication skills.
Entry requirements for Level 3 will be GCSEs including English and maths grade 9 - 4 or A*- C
Computer Skills
Basic familiarity with Windows Operating Systems.
Basic awareness of Microsoft Office applications.
Understanding of general computer hardware (PCs, laptops, peripherals).
Awareness of IT concepts such as networks, user accounts, or troubleshooting is advantageous.
Willingness to learn ITSM tools and ITIL concepts.
Competencies
Eager to learn and develop a career in IT
Positive attitude with a proactive and curious mindset
Reliable, punctual, and organised
Strong attention to detail when following instructions
Good communication and interpersonal skills
Works effectively under supervision and as part of a team
