IT Service Desk Support Apprentice
Gain experience of providing 1st & 2nd line support to a range of clients, resolving issues and problems with customers' IT infrastructure, providing insight and proposing solutions to IT issues. You will work on a range of projects, including upgrades, migrations and implementations.
Role
- Learning many aspects of providing support to customers, including helping users who have technical issues or need help with supporting applications
- Dealing with alerts and automated system monitoring
- Ensure that all systems and services are proactively maintained, monitored and supported to ensure that we are meeting set SLA's
- Monitor the Service Desk email inbox to respond to support calls logged via email
- Answer telephone and complete support issues from initial contact to resolution. Log all calls in the relevant Call Logging system
- Provide 1st and 2nd line support on calls assigned by a service desk team member or other Support Engineer
- Escalate incidents when required to 3rd parties, external resources, or others
- Investigate, diagnose and troubleshoot a wide variety of problems with network and computer hardware, device drivers, operating systems and application server software
- Write up support calls and maintain documents and records to a professional standard; for example, Request for Change (RFC's),
- Customer Build Logs and Tech Docs
- Attend the site and carry out any on-site support work as required
- Provide excellent customer service by understanding the business drivers, taking proactive action and providing clear communication
Training
QA’s Cloud Network Specialist Level 3 apprenticeship programme enables the apprentice to:
- Follow a cloud-first curriculum, covering on-premise and cloud-enabled networking
- Learn about core networking principles, including network addressing, cloud, virtualisation and security
- Understand the principles, hardware, protocols and services that form part of on-premise, cloud and hybrid network architectures
- Train with QA – the largest and leading provider for both Microsoft and AWS training
- Learn technical content that aligns to, and is relevant to, employers and the market
- Learn about DevOps methodologies and the fundamentals of databases and data migration
Tools and technologies learned: Learners will learn to use Microsoft Azure, AWS and Google Cloud.
Guaranteed job opportunity once completing the apprenticeship and qualifying. Many apprentices move into roles such as:
- IT Support Engineer
- Cloud Engineer
- Infrastructure Engineer
- Cyber Security Analyst
- Technical Consultant
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- QA LIMITED
- Working Week
- Monday to Friday, 9am - 5:30pm
- Expected Duration
- 1 Year 5 Months
- Positions Available
- 1
- Closing Date
- Monday, 31st August 2026
- Start Date
- Wednesday, 2nd September 2026
Desired Skills
- Problem solving skills
- Logical
- Team working
- Patience and empathy
- Friendly and approachable
Qualifications
- English GCSE, grade 3+ (A-C) (Essential)
- Maths GCSE, grade 3+ (A-C) (Essential)
- Any subject GCSE, grade 4+ (A-C) (Desired)
About the Employer
MANAGED ENTERPRISE TECHNOLOGIES LIMITED
As a small company, we provide closer access to experienced engineers and leaders. Apprentices can benefit from a wider variety of responsibilities and more visibility within the business. The company focuses on Microsoft technologies and often supports staff in gaining Microsoft certifications.
Our culture is built around learning, collaboration and opportunity. We want apprentices to feel supported from day one, develop valuable technical and professional skills, and build a long-term career in a fast-growing technology business.