In this hands-on role, the apprentice will assist with password resets, hardware setups, software installations, and basic troubleshooting, while learning to log and escalate support tickets using AAG’s internal systems. They will gain exposure to tools such as TeamViewer and Command Prompt, support cloud-based services like Microsoft 365, and work Assist with password resets, hardware configuration, antivirus setup, and endpoint protection installation under supervision. Support the implementation of multi-factor authentication and group policy application while following internal procedures. Accurately log support requests using Autotask and escalate issues according to SLA requirements and technical complexity Communicate with users via phone, email, messaging, and video calls, delivering clear and professional customer service. Use internal documentation and knowledge bases to perform basic troubleshooting and assist senior technicians with complex tasks. Configure and test new IT equipment including desktops, peripherals, routers, and software such as Microsoft Office and operating systems. Gain foundational knowledge in networking, cloud services (e.g., Microsoft 365), and be introduced to tools like TeamViewer and basic scripting over time. Assist with password resets, hardware configuration, antivirus setup, and endpoint protection installation under supervision. Support the implementation of multi-factor authentication and group policy application while following internal procedures. Accurately log support requests using Autotask and escalate issues according to SLA requirements and technical complexity Communicate with users via phone, email, messaging, and video calls, delivering clear and professional customer service. Use internal documentation and knowledge bases to perform basic troubleshooting and assist senior technicians with complex tasks. Configure and test new IT equipment including desktops, peripherals, routers, and software such as Microsoft Office and operating systems. Gain foundational knowledge in networking, cloud services (e.g., Microsoft 365), and be introduced to tools like TeamViewer and basic scripting over time. This Level 3 apprenticeship provides everything you need to immerse yourself in the exciting world of technology and launch a rewarding career in IT.