IT Support Engineer apprentice

Provide technical support for hybrid environments, including Microsoft 365, Entra ID (Azure AD), Intune-managed devices, and remote collaboration tools (Teams). Ensure compliance with security policies and assist with automation of onboarding/offboarding processes

Key Responsibilities:

• Support the IT team in the resolution of escalated IT issues.
• Onboarding of staff - to set up new users' accounts and profiles and deal with password issues. Assist with the deployment and rebuilding of workstations as required.
• Responsible for IT asset ordering against authorised Purchase Orders, asset preparation, management, testing and deployment/shipment of IT and related equipment across Netcall and its customer base.
• Management and diagnosis of faulty hardware including returns to the manufacturers and suppliers if appropriate.
• Manage and order new inventory and maintenance stock to service the above.
• Support of the existing office infrastructure including the physical network, networked devices and servers.
• Perform regular (daily, weekly and monthly) IT administration tasks e.g. data backups, VPN configuration, automated process checks as assigned.
• Work on the internal helpdesk ticket queue to resolve staff issues.
• Manage identity lifecycle (Joiners, Movers, Leavers) in Active Directory and Entra ID.
• Administer Microsoft 365 services (Exchange Online, Teams, SharePoint) and Intune for device compliance.
• Ensure timely vulnerability patching of user assets (laptops, desktops, servers) to meet departmental security compliance and patching targets.
• Support ITIL processes including Incident, Problem, and Change Management.
• Assist with IT projects and roadmap deliverables.

Knowledge and Experience:

• Able to competently use a PC for routine and reasonably complex tasks.
• Able to install, configure and support server-based products and Microsoft Operating Systems.
• Able to install, configure and replace if necessary IT components and software.
• Able to install and configure IT local and/or wide area networks for Netcall and/or Netcall customers.
• Able to complete product and end user documentation having carried out product and project testing from a pre-defined test specification.
• Able to deliver IT support and/or training to customer end users.
• Able to install and administer Windows servers, and understand Microsoft Windows backend networks & server administration e.g. DHCP, WINS, DNS, Active Directory, Domain accounts & permissions, file permissions & shares.

An understanding of Networking – e.g. IP packets, WAN, router, firewall, and the following third party back-office solutions:

• UPS.
• Anti-virus.
• VPN technologies.
• Experience with Microsoft 365 administration and endpoint management (Intune, Autopilot).
• Knowledge of patch management tools and processes (e.g., Windows Update, Intune compliance policies, third-party patching solutions).
• Basic cybersecurity knowledge (MFA, phishing response, patching).
• Familiarity with the use of PowerShell for automation and troubleshooting.
• Familiarity with remote support tools and hybrid work technologies.

Able to:

• Work in a technical customer facing role.
• Document system configurations and end-user procedures following testing and implementation.
• Demonstrate excellent communication skills (oral and written) in order to communicate effectively with our customers and within the Company.
• Operate as a flexible, positive, self-motivated and a diligent hard working team player with a ‘Can-Do’ attitude.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Initiative
• Patience

• English GCSE, grade 4/C and above (Essential)
• Math GCSE, grade 4/C and above (Essential)