Digital Support Technician Level 3 Apprentice
IT Helpdesk Apprentice supporting small and medium-sized businesses across the North East. The apprentice will work as part of a managed service provider (MSP) delivering first-line technical support, assisting users with day-to-day IT issues including Microsoft 365, Windows devices, networking, security, and telecoms.
Role
- Logging, categorising, and prioritising support tickets via our PSA system
- Providing first-line remote support for Windows PCs and laptops
- Supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
- Assisting with password resets, account setup, and user onboarding
- Device builds and configuration (Windows, Intune enrolment)
- Basic troubleshooting of printers, connectivity, and Wi-Fi issues
- Assisting with antivirus and endpoint security monitoring
- Supporting backup systems and basic restore requests
- Escalating more complex issues to second and third-line engineers
- Maintaining accurate documentation
- Providing excellent customer service to clients
Training
Digital Support Technician Level 3.
- Second Line Support Engineer
- Helpdesk Team Lead
- Specialist roles in Cybersecurity, Cloud (Microsoft 365/Azure), Networking, or Systems Engineering
- Industry certifications (Microsoft, CompTIA, Cybersecurity, etc.)
- Apprenticeship Standard
- Digital support technician (level 3)
- Training Provider
- GATESHEAD COUNCIL
- Working Week
- Monday to Friday, 8:45am - 5:00pm (with 1-hour lunch break) Office-based in South Shields, with occasional supervised site visits.
- Expected Duration
- 1 Year 9 Months
- Positions Available
- 1
- Closing Date
- Friday, 13th March 2026
- Start Date
- Monday, 6th April 2026
Desired Skills
- Communication skills
- Attention to detail
- Organisation skills
- Team working
- Creative
- Initiative
Qualifications
- English GCSE, grade 4 (Essential)
- Maths GCSE, grade 4 (Essential)
- IT GCSE, grade 4 (Desired)
About the Employer
CTRL NETWORKS LTD
Ctrl Networks Ltd is a North East based Managed Service Provider (MSP) delivering comprehensive IT support, cybersecurity, cloud services, structured cabling, telecoms, and web/software development to businesses across the region.
We specialise in proactive managed IT services, Microsoft 365 solutions, cybersecurity protection, backup and disaster recovery, and consultancy-led systems design. Our goal is to act as a long-term technology partner to our clients, helping them operate securely, efficiently, and with confidence.