Junior IT Support Engineer Apprentice

Cape.io

London (WC1A 2SN)

Closes on Monday 10 August 2026

Posted on 8 July 2026

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Summary

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.

Wage

£18,000 a year

Minimum wage rates (opens in new tab)

Salary: £18,000 to £25,000 per annum, depending on experience.

Training course
Information communications technician (level 3)
Hours
Monday to Friday 9am to 5pm Hybrid working: 3 days in the office and 2 days working from home.

37 hours 30 minutes a week

Start date

Monday 17 August 2026

Duration

1 year 4 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

  • 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

Where you'll work

29 Bloomsbury Way
London
WC1A 2SN

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

VELOCITY 1ST LIMITED

Training course

Information communications technician (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents
  • Interpret and prioritise internal or external customer's requirements in line with organisation's policy
  • Apply the appropriate tools and techniques to undertake fault finding and rectification
  • apply Continuous Professional Development to support necessary business output and technical developments
  • Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
  • Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
  • Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
  • Manage and prioritise the allocated workload effectively making best use of time and resources
  • Complete documentation relevant to the task and escalate where appropriate
  • Install or undertake basic software upgrades,either physically or remotely
  • Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
  • Provide remote/F2F support to resolve customer requirements
  • Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
  • Identify and scope the best solution informed by the system data associated with the task
  • Test and evaluate the system's performance and compliance with customer requirements.
  • Escalate non routine problems in line with procedures
  • Use basic scripting to execute the relevant tasks for example PowerShell, Linux
  • Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
  • Apply the necessary security, in line with access and/or encryption requirements
  • Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
  • Test and evaluate network environments
  • Monitor performance and usage of a network
  • Deploy applications on a network
  • Set up storage and data access for staff
  • Apply necessary security measures, in line with access requirements to a network
  • Carry out routine maintenance across network systems, ensuring organisational compliance
  • Monitor network-related workloads including DNS and firewalls
  • Install or undertake basic upgrades, either physically or remotely
  • Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
  • Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
  • Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
  • Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
  • Interpret and prioritise internal or external customer's requirements in line with organisation's policy
  • Apply the appropriate tools and techniques to undertake fault finding and rectification
  • apply Continuous Professional Development to support necessary business output and technical developments
  • Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
  • Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
  • Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
  • Manage and prioritise the allocated workload effectively making best use of time and resources
  • Complete documentation relevant to the task and escalate where appropriate
  • Install or undertake basic software upgrades,either physically or remotely
  • Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
  • Provide remote/F2F support to resolve customer requirements
  • Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Training schedule

  • Velocity apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team
  • Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and to expand future career prospects
  • Throughout the apprenticeship, learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme

Requirements

Essential qualifications

GCSE in:

  • English (grade A-C / 9-4)
  • Maths (grade A-C / 9-4)

Desirable qualifications

GCSE, BTEC, or equivalent in:

IT (grade Level 2)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • 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)

About this 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.

https://www.cape.io (opens in new tab)

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

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

Ask a question

The contact for this apprenticeship is:

VELOCITY 1ST LIMITED

Ivana

ivana@velocity-academy.co.uk

The reference code for this apprenticeship is VAC2000041460.

Apply now

Closes on Monday 10 August 2026