Infrastructure Engineer Apprentice (Next2IT)
This learner will develop skills with the aim of helping build, deploy, maintain and update IT systems across on premises, cloud and hybrid domains as part of the Next2IT Service Desk.
Role
This role combines project delivery with second-line support across multiple Next2IT clients. The Infrastructure Engineer Apprentice will play a key part in our customer support chain, providing effective technical support and helping to maintain high levels of customer satisfaction. The position involves troubleshooting and resolving more complex technical issues escalated from first-line support, along with occasional site visits to clients to gain a better understanding of their operations and challenges.
Duties and Responsibilities:
- Respond to and resolve more complex technical issues
- Monitor and manage ticket queues, ensuring SLAs are met
- Act as a liaison between customers and other support teams to facilitate issue resolution
- Document resolution procedures and update the knowledge base
- Ensure proactive monitoring and support of the IT infrastructure, including effective, regular, and well-planned maintenance to minimise downtime and impact to clients
- Ensure that all system changes follow company change management processes
- Produce IT infrastructure policy documentation, implementation, and governance
- Undertake activities on client sites as required
Training
Firebrand’s sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation. Options include pathways for Support Technician, Network Technician and Digital Communications Technician.
Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors.
Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician Apprenticeship:
- Microsoft Certified Azure Fundamentals (AZ-900)
- CompTIA IT Fundamentals+
- Certiport IT Specialist Networking
- Microsoft Certified Azure Administrator Associate (AZ-104)
Key areas covered are:
Support Technician:
- Maintenance or repair of systems faults
- Support for the roll-out of installation and commission of new systems or upgrades
- This apprenticeship offers a genuine pathway for growth within the company
- Depending on your interests and strengths, you could progress into a Third-Line Engineer role, move into team leadership, or specialise further - for example, in cloud consultancy or architecture
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- FIREBRAND TRAINING LIMITED
- Working Week
- Monday - Friday, 9.00am - 5.30pm
- Expected Duration
- 1 Year 6 Months
- Positions Available
- 1
- Closing Date
- Friday, 28th August 2026
- Start Date
- Monday, 2nd November 2026
Desired Skills
- Communication skills
- Problem solving skills
- Team working
- Experience with Office 365
- Good spoken English
- Good written English
- Customer service
- Ability to handle pressure
- Customer-oriented approach
Qualifications
- GCSEs including English Language and Maths GCSE, grade A*-C/9-4 or equivalent (Essential)