1st Line IT Support Engineer Apprentice
We have an opportunity for a motivated individual to predominantly provide remote technical helpdesk support. As a 1st Line Service Desk Engineer you will be responsible for technical support and ticket resolution for a wide range of managed service customers.
Role
You will be the first point of contact for support queries and will have full responsibility for logging and handling tickets, escalations and follow ups. The role will involve fault diagnosis and resolution, providing remote and telephone support for client infrastructure and end-users.
The candidate must be a highly motivated engineer, with a ‘can do’ attitude and a thorough, logical approach to reactive & pro-active support services. They must be sufficiently skilled in our core product and service areas to ensure fault calls are responded to and rectified in an efficient and timely manner, within given SLA’s as required and proud to report satisfactory customer communications.
You will also:
- Provide 1st Line diagnosis and resolution, maintaining a high level of 1st time fixes
- Respond appropriately to technical issues raised, through resolution or escalation
- Prioritisation and management of workload to ensure contractual SLAs are met
- Act as the first point of contact for technical issues raised
- Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket
- Provide efficient customer service to a vast client base
- Work in accordance with company values, policies, procedures and standards
- Building and maintaining strong relationships with customers through the support you deliver
- Maintain concise and clear documentation via ticketing system and knowledge base
Training
Expected duration: 17 months
Apprenticeship level: Level 3
Programme: Information Communications Technician
During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Information Communications Technician qualification.
The training covers the following core occupational duties:
https://skillsengland.education.gov.uk/apprenticeships/st0973-v1-2
- Upon completion, the successful candidate will have gained a Level 3 Information Communications Technician qualification
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- TECHNICAL PROFESSIONALS LIMITED
- Working Week
- Monday- Friday Shifts to be confirmed
- Expected Duration
- 1 Year 5 Months
- Positions Available
- 1
- Closing Date
- Friday, 25th September 2026
- Start Date
- Monday, 5th October 2026
Desired Skills
- IT skills
- Attention to detail
- Organisation skills
- Problem solving skills
- Logical
Qualifications
- English GCSE, grade 4/C (Essential)
- Maths GCSE, grade 4/C (Essential)